ComplaintsforWorldpay

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We canceled Worldpay as our merchant processor because they continued to escalate the fees and charge new fees even though we had emails from them saying that the fees would stay constant. I have spent more than 5 hours on hold or speaking to Worldpay on those and the following issues and then about the balance they say is still due. Our Lightspeed Worldpay rep had expected to have the issue resolved but has not been back in touch. In addition, they tried to make us pay a cancellation fee even though we had been in touch with them for months asking for correction of the fees. They said that since they auto-renewed us for another year just a couple of months prior, they could charge the whole $495 even though we had been with them greater than the original contract period of 3 years. We are asking that they send us an email verifying that they have cleared our account of any charges due.

  Business response

  03/14/2024

  
  Good Afternoon *****,
  
  Thank you for reaching out to the Better Business Bureau so we can review and address your concerns. I apologize for any inconvenience you have experienced. I am hoping you can please provide more information, to help me in my investigation. Unfortunately, the documents you attached gave me an error message that the format was unreadable. If it would be possible to upload them in a different format that would be great.
  
  I understand you are saying you have been working with someone previously on your fees. If you can please provide the person’s name, you have been working with and which fees are in question I will be happy to follow up with them from my side to get more information.
  
  I also see you are wanting to close the account but are disputing the early termination fee. If you can please provide any documentation, you have showing you followed the appropriate steps to close the account and did your due diligence to avoid breech of contact I am also happy to research this matter for you as well.
  
  Any additional information and documentation you can provide will be appreciated. I will be standing by and will look forward to assisting you, have a wonderful day.

  
  
  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  
  

   

  Customer response

  03/15/2024

  Worldpay responded they could not read the files in jpg format. Here it is in text format:

  Case Category: Account Management
  Case Number: ********
  Chain: ******
  MID: *************
  
  Dear Valued Client,
  The case you recently opened has been resolved and is now closed. (IT DOES NOT SAY HOW IT WAS RESOLVED) 4:40 am on 3/14
  Please refer to case number ******** if you need to contact us.  If you have additional questions, you can also visit ****, our online knowledge base.
  We appreciate your business and thank you for being a Worldpay from FIS client.
  This is an automatically generated email, please do not reply.
  Case Subject: Cancel Valutec Gift Card Account
  Account : *** ******* ***** Inc

  *** ******* ***** INC
  Federal Tax ID: *********
  **** *** ******* **
  ***** ****** ** *****
  
  Attn: Accounts Payable
  
  Merchant Services has attempted to contact you several times to discuss the outstanding amounts owed on your payment processing account. The terms of your merchant processing agreement require you to pay for charges when they become due and non-payment is considered a violation of the agreement. Additionally, under the terms of the agreement you are required to allow us to electronically debit from an account on file.
  
  Our records indicate there are still outstanding amounts owed in the amount of $161.15. For more details, call us at (**** *********
  Without acceptable arrangements or resolution of the issue, service to your merchant processing account may be terminated. Additionally, we may be forced to exercise our rights by pursuing other applicable remedies to recover the outstanding amounts due.
  We must hear from you immediately.
  It is important to understand that you will continue to be responsible for the outstanding amounts even if the merchant processing account is terminated.
  
  Please make it a priority to contact Merchant Services as soon as possible.
  Phone: ***** ******** (Monday thru Friday 8am - 5pm EST)
  Email: ***********************************
  
  Mail Payments to:
  Worldpay Payment Resolution
  ** *** ******, *********** ** **********
  (Check payable to "Worldpay" & include your Federal Tax ID in the check memo)
  
  Thank you for your attention to this matter.
  Regards,
  Merchant Services Leadership
  ***** ********
  
  ********
  The information contained in this message is proprietary and/or confidential. If you are not the intended recipient, please: (i) delete the message and all copies; (ii) do not disclose, distribute or use the message in any manner; and (iii) notify the sender immediately. In addition, please be aware that any message addressed to our domain is subject to archiving and review by persons other than the intended recipient. Thank you. Message Encrypted via TLS connection

  Case Number: ********
  Dear Valued Client,
  Your case has been opened. Please refer to case number ******** if you need to contact us. If you have additional questions, you can also visit ****, our online knowledge base.
  You will receive a follow-up email when your case is complete.
  We appreciate your business and thank you for being a Worldpay from FIS client.
  This is an automatically generated email, please do not reply.
  
  Case Subject: ************* Dispute /Case Number: ********
  
  Dear Valued Client,
  Your case has been opened. Please refer to case number ******** if you need to contact us. If you have additional questions, you can also visit ****, our online knowledge base.
  You will receive a follow-up email when your case is complete.
  We appreciate your business and thank you for being a Worldpay from FIS client.
  
  
  
  This is an automatically generated email, please do not reply.
  
  Case Subject: FW: Outstanding Balance Due
  ********************************

  Case Number: ********
  Dear Valued Client,
  Your case has been opened. Please refer to case number ******** if you need to contact us. If you have additional questions, you can also visit ****, our online knowledge base.
  You will receive a follow-up email when your case is complete.
  
  We appreciate your business and thank you for being a Worldpay from FIS client.
  This is an automatically generated email, please do not reply.
  Case Subject: FW: Outstanding Balance Due
  *********************************
  

   

  Customer response

  03/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: they said they could not read the documents in jpg format. I updated by sending it in the text box.
  

  Regards,

  ***** ******

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

  Business response

  03/15/2024

  Good Afternoon *****,
  
  Thank you for providing the text format. I will be happy to research further into the cases that are mentioned regarding the balance that is due and why the case was closed so I can provide more information. Unfortunately, I did not see that you had the opportunity to provide the other informtion that I had asked for. I understand you are saying you have been working with someone previously on your fees. If you can please provide the person’s name, you have been working with and which fees are in question I will be happy to follow up with them from my side to get more information.
  
  I also see you are wanting to close the account but are disputing the early termination fee. If you can please provide any documentation, you have showing you followed the appropriate steps to close the account and did your due diligence to avoid breech of contact I am also happy to research this matter for you as well.
  
  Any additional information and documentation you can provide will be appreciated. I will be standing by and will look forward to assisting you, have a wonderful day.

  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  T:  **************
  E:  ******.*********************
  
  
  
  
  

  Customer response

  03/18/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  After already reaching out numerous times, they are now asking me to show all the efforts I made to correct this situation. I have just now responded by email to the person mentioned above. I will see what happens next.
  

  Regards,

  ***** ******

  Business response

  03/22/2024

  
  God Afternoon *****,

  
  I hope you had a good week. Although I was able to verify that you were sent an account close form in December, I was unable to find that you had signed it and sent it back to us at that time. It looks like a second account close form was sent out on March 14.

  
  I was able to verify that outstanding amounts owed on your payment processing account are due to ACH reject caused by stopped payment by your bank. Although your last batch was in November because your account was not closed until March 20, 2024, the account was still being charged up until that date.

  
  It appears that Case Number ******** that you were asking about was closed be because they sent you the account close form and the following email with a request for you to return the form to ********************.

  
                                   --------------- Original Message ---------------
                                   From: ***** ******** *****************************]
                                   Sent: 3/14/2024, 7:39 AM
                                   To: *************************
                                   Subject: Cancel Valutec Gift Card Account || ******** [ thread::************************: ]
  
                                   Hello *****,
  
                                   To cancel your Valutec account, please complete & sign the attached Valutec Cancellation Request Form and return to ******************** or fax to
                                   ***- **** ****

                                   Your Valutec MID and LID can be found on your merchant statement and must be included in the request form. Once we receive the cancellation form, a                                             Valutec account executive will contact you regarding the card balance/liability report, before closing the location.

                                   If you have any questions, Valutec Customer Support can be reached at ************ and select prompt zero or, at the main menu, say “representative”.
  
  
  
                                  Best Regards,
  
                                  ***** ********
                                  Gift Operations
                                  Valutec Gift Operations
                                  Worldpay for Business
                                  T: ************
                                  P: ***-********
                                  E: ****************************
                                  For immediate assistance or opening a new case, please call ************ and someone will assist you
  
  
  If you can please provide documentation that the account close form you were sent in December was returned to us, prior to the second one you were sent in March that you returned to us that would be extremely helpful.

  
  I hope this information is helpful. Please let me know if you have any questions. 

  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

  Customer response

  03/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I made NUMEROUS attempts to discuss the matters and close the accounts, but Worldpay management did not return the calls that were promised and after so many attempts and being put on hold / transferred, etc for 30 minutes+ each time, I stopped trying to call but continued to respond to the emails. This is the text of the email I just sent this morning:

  To Whom It May Concern,
  
  I want to officially compliment ******** ****** for her performance.
  
  We used Worldpay merchant services for over 3 years and paid for the gift card services each month (although rarely used). I contacted Worldpay on Numerous occasions regarding increasing fees and PCI compliance. Getting in touch with someone was practically impossible. I tried to go directly through customer service lines and also tried to work through our reps at CDK Lightspeed (**** ***** and another). The response rate was dismal. We finally decided to seek out another merchant service. When I contacted Worldpay through fax / phone and email to cancel, they indicated (after numerous more calls to them and wait times in excess of 30 minutes most of the time) that we would be charged termination fees and then they were continuing to charge monthly fees. By then my patience had worn thin and I contacted the BBB. It did not get easier, Worldpay continued to ask for all kinds of documentation and would not put me in direct contact with someone who is given the authority to properly handle such cases. If we were to charge you for the hours that we took initiating communications, it would be well in excess of what you were attempting to charge us.
  
  Finally, I was put in contact with ******** ******. She was responsive and immediately took care of canceling each of our services. What a blessing!
  
  Now, we will drop our case with the BBB if we get confirmation that our account is totally paid up and clear. We should not get anymore of the attached mailings.
  
  Sincerely,
  
  ***** ******

  Regards,

  ***** ******

  Business response

  03/26/2024

  Good Afternoon *****,
  
  I hope you are having a great day. I was able to confirm that the account was indeed closed on March 20,2023. I am glad to hear you were pleased with the assistance you received from ******** ******. I will be happy to share your feedback forward to her Leader.
  
  Please keep in mind that although getting the account closed will prevent future monthly billing you will need to work with the Collections Team directly regarding the processing fees that were rejected from the last date of processing November 7, 2023, through March 20, 2024. Also please keep in mind the upcoming the $495 early termination fees that had been discussed with you by Support when you were sent your Terms and Conditions previously.
  
  Just respond back to the email you received regarding the balance due, and the Collections Team will be happy to assist you in payment options that will bring your account in to good standing. I am grateful that I have had the opportunity to assist. Hope you have a wonderful rest of the day. 

   

  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

  Customer response

  03/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  As can be seen from the numerous emails (of which I have originals of in my email) posted below, I tried since 1/15/20 to get Worldpay to honor the contract terms per our verbal and emailed agreements. The fees should have stayed at about 1.8% but had climbed to 2.6%. Fees (not interchange charges) started at about $238 /mo and climbed to an average of $658/ mo with consistent avg deposits. Worldpay owes us that difference of about $420 x 36 months which is $15,120. Since our account was integrated with CDK Lightspeed, one kept telling me I had to speak to the other to get anything done. Everyone can see below that I did more than what should be necessary.

  At this time, we are willing to settle with Worldpay dismissing the $495 annually renewed termination fee and the other monthly fees charged after we terminated use of Worldpay.
  

   

  I had legitimate reasons for closing the account. I had no response from the NUMEROUS attempts to get the problems resolved that were made for over a year. I did not know that Worldpay renews your term annually and they reinstate the $495 closing fee. The charges that are remaining are monthly fees which I had been promised by the sales rep would not even be incurred. Worldpay mentions in the fine print on links that are on their current contracts (not written on contract itself) that they can add whatever fees they want without pre-authorization from the merchant. I have had to do all the work so far to resolve this. I am now asking that Worldpay get the recordings of each of my calls for the last 2 years and listen to them.

  Series of Efforts Made:

  When we left Worldpay back in early 2019 we were told a cancellation had to be verbal.

  We went back to Worldpay Integrated with CDK later in 2019:

  This is email before contract was signed. Then I verified that fees would not increase: From **** ****** to *****:
  

  "The effective rate on your WorldPay statement was actually lower than the North American Bancard. Effective rate on the Worldpay statement was 2.01%  vs the 2.38% on North America. With the new rates you should go down to 1.8% area.
  
  **** ******
  Sr. Integration Specialist
  ******* **
  Phone- **** ********
  Fax- ***** ********
  Email- *************************

  The next email was from me to **** 10/30/19 (We understood that the termination fee only applied to the original term- not their auto-renewals of your term:

  "We are signing the application with the following understanding.
  Worldpay stated the effective rate each month should be around 1.8% based on transactions being similar to the last few months.
  All fees are listed in the “other rates and fees” section. The only other charges we will see are $16.95 annual fee, and if we canceled, the termination fee would be $495.
  Thanks for working with us ****,
  ***** ******"
  

  On 1/15/20 I sent this email to **** with statement attachments:

  "Please review the rates to determine why the net is 2.40%." 

  By 8/12/21 we started having major frustrations because every few months Worldpay would say we were not PCI compliant. We spent hundreds on having our IT consultants review it each time. Finally, about 2 yrs later our newer IT rep was able to talk with PCI compliance and verify that we were getting false non-compliance readings all along...

  On 10/8/21 we got an email from Worldpay about IP addresses and URLs,
  "Action may need to be taken to NOT have a disruption in service."

  We made numerous calls to determine if we needed to do anything. Our CDK/ Lightspeed rep did not know. I tried to reach someone who could tell me more at Worldpay and no one knew how to help.
  

  On 11/26/21 Worldpay made supposedly made some rate decreases in response to my requests for a rate review

  Hi *******,
  
  Who do we need to consult with on your end to see to it that the “processor transaction risk fees” go back to where they were at the beginning of the year? Please see attached. As mentioned before, our fees have gone up since the beginning of the year, even when volume decreased.
  Also, our contract shows that we are not to be charged charge-back fees.
  We have completed and passed the security scans.
  Our bill should be about $200+ less in fees. (Our volume is down this month, I think, so it should be down a lot more.)
  Another credit card company is “courting us”. We need your best pricing.
  Please let me know.
  
  ***** ******
  Dear  *****,
             Thank you for taking the time to speak with me regarding your merchant services account. Please find an overview of the changes we discussed below.

  Monthly Impact* Annual Impact* % Change*
  -38.06 -543.51 -1.04%

  Thank you!
  ******* *****
  Account Executive –  Client Engagement Team

  1/19/22

  Hello,
  I have looked more into your account and believe I can reduce the risk fee rates on your account.
  I also wanted to check in to see if you have worked on becoming PCI compliant. If you become compliant before the end of the month, you would not receive the fee on this upcoming statement.
  Case Number: ********
  Best,
  ****** ******
  Account Executive –  Client Engagement Team

  1/24/22

  Hello,
  Thank you for your patience. I received the PCI confirmation and am in the process of getting you refunded for last month and having it removed for this month.
  I created a case for your chargeback situation. The case number is ********. I think it might be beneficial for you to call in and give that case number. You should be sent to the correct department to help you handle the chargebacks.
  We had also spoken about your risk fees. It appears those fees are as low as I can get them. Once you are refunded the PCI fee and continue to not receive that fee, your bill will go down $39.95 every month though.
  If you have any additional questions, please let me know.
  Case Number: ********

  2/16/22 From me to ******:
  

  Thanks,
  Please get the review tracker removed and credit back the charge. As you are aware, I am trying to find all possible reductions since they are charging us double and triple the fees from when we first signed on.

  02/22/22 My letter to *****************************
  

  It is 12:00, I just got off a 44 minute call with your support team to try to remove this Review Tracker. I think it was accomplished, but I wanted to express my frustration at having to work at it for so long.

  06/28/22 to **** ****** (I attached a spreadsheet showing the fees)
  

  We have been very disappointed with Worldpay Fees and customer service. I have reached out numerous times and only received sporadic, partial responses.
  You can see from the attached spreadsheet that Worldpay has charged us an extra $8,113 since November, 2020!
  Therefore, our average Worldpay specific fees have increased $420 per month!
  Our account needs to be adjusted. We prefer the integration, but not at that cost.
  Please have someone get in touch with me this week.
  
  We spent 2+ hours being transferred around trying to get an answer to an easy question on 6/9/22.
  Prior to that, I spent about an hour with a customer service rep and got an incorrect answer. I had to show her how I found the correct answer in accessmyiq.
  Our overall rating for all aspects of Worldpay is very low, can you help?
  

  On 7/5/22 *********************** stated, "After reviewing your account there has been no increase in Worldpay fees." and I responded on 7/5/22- "Did you review the worksheet?"

  I got no response, so on 8/30/22 I emailed him, "Please call me or have someone in management call me."

  After that, I made calls out on a regular basis to both CDK reps and Worldpay directly. No one was ever able to put me through to a decision-maker and / or the reps would not call me back.

  On 7/5/23 I continued my email efforts with ************** because I was told I was supposed to go through him. He called back once and I requested some information. I later emailed, "I spoke with you about our Worldpay frustrations...", "I have been trying to get through to a decisionmaker for quite some time. If I can have a more responsive team, it would probably be worth acclimating to the changes (of a non-integrated provider)." but then, even after going through CDK support, I no longer heard from him.

  On July 14, 2023 I had communications with ********************* and gave him a chance to give us the rates we were supposed to have from the beginning. His response was, "I was able to make some proposed changes to your Worldpay processing account. The proposed changes would save you around $170 a month and around $1,250 a year. It would also reduce your overall effective rate down from 2.61% to 2.5%. If you approve of these changes, please reply back to this email with your approval and I will make them permanent." I approved them, but never saw the changes. I tried to get back with him, but never succeeded.

  On 9/18/23

  To: '***** *****' <*************************>
  Subject: RE: Worldpay Processing Account - *** ******* ***** Inc

  We will be changing to Sekure merchant services in about a month unless I am convinced we should not.
  I am really frustrated with Worldpay. I was going back through the statements and noticed that it was in May of 2022 that we got notice of the EMV information. At that time I reached out to Worldpay contact numbers we had and they told us, after several months of effort, that we had to talk to CDK. I then reached out to them and was told I had to talk to our regional sales rep, I called and emailed to the contact info we had for him and did not hear back. Finally, a few months ago, I finally reached **** ******, our newer sales rep.  I told him, “There was a notice from Worldpay about some new requirements, but I am not sure…” I think he reached out and had contact with either you or your coworker. Then, slowly, we got some response and you worked to lower our rates, never mentioning how we were being affected by EMV.

  9/22/23 ***** to me:
  

  "I can offer up a refund for the difference in the overcharge you received for SafePayments Managed and what should’ve been assessed initially for SaferPayments Basic. The SaferPayments Basic charge of $24.95 is a required charge in which all of our merchants are assessed it. The overcharge of $49.95 for SaferPayments Managed began on your July 2022 statement. The total refund amount is $325. You should receive these funds back within the next 7-10 business days."
  Me to *****:  Thanks for that. How about the Risk Fees that I have complained about for a long time? They were not originally assessed.

  12/13/23  Me to **** ******:

  "Thanks for contacting me yesterday. Were you able to get the copy of the letter regarding increases and our contract?"
  Also, I think we are supposed to go through you to cancel our Worldpay.
  Will you please email me the steps or the contact information for whom I need to contact? We need to do that by Friday.

  12/18/23 to '******, **** ** <****.*******************>; '******* ****' <*****************************>;****************************

  Please close our CDK Integrated Worldpay account ************* per the attached effective 12/31/23. (Actually dated 11/30/23)- Faxed and emailed the closure form

  12/19/23 called support and they said we would have to pay the termination fee. They attached the Merchant Processing agreements that are currently the contract, but nothing that says what it said when we joined Worldpay. I was not in agreement with that. I had already asked to see the contract as it was when we signed up. I kept emailing responses to their emails asking to speak with someone and had no luck.

  12/19/23 I emailed this response to their new terms: "The terms say, “without cause”. We have cause. We we have contacted our sales rep at CDK numerous times and contacted ****, our Worldpay rep because there were agreed upon rates and fees which were changed. I have the emails. This is the one we sent to **** before signing.  “We are signing the application with the following understanding.
  Worldpay stated the effective rate each month should be around 1.8% based on transactions being similar to the last few months.
  All fees are listed in the “other rates and fees” section. The only other charges we will see are $16.95 annual fee.  
  
  Our first emails regarding the concern of the overcharges dates back to > 90 days ago. Our overall effective rate went from the 1.8% to 2.5%.  We ask that we get refunded for the overcharges. If we are forced to pay the $495, we will certainly share our negative experience on the numerous sites on which I did my research to get better rates. I will make it clear to other prospects that the agreement they are signing says that, “and you understand its terms and agree to be bound by them (including terms that  we amend from time to time without notice and in our sole discretion).
  
  If it is going to state that, then the customer should be able to state the same."
  

  1/23/24  ****.******************* to me called and said she would get the charges removed if I gave her a chance to keep our business.

  2/12/24 then me ****.*******************

  I hope you are well.
  Before we would even consider Worldpay, we would have to see that they have cleared our account of any bills. I was so frustrated to see another arrive today. Like I said, I have spent numerous hours. Are you able to do that? We had to put a stop pay on at the bank so no more charges would be collected unless we say otherwise.
  

  02/13/24 ****.******************* to me
  

  Yes, I can do that. ***** did you get a statement that I can look at for you? Can you please send it over?

  02/15/24 I sent it over and she reviewed and could not do better than our new processor.

  Since then it has been non-stop emails from Worldpay for which I have responded by emails and phone. (Another 5+ hours)

   

  Regards,

  ***** ******

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a Worldpay merchant account before we stopped business about two years ago. So, to restart, I went back to the same broker but had to go through the whole approval procedure and got the account approved on 1/30/24.After our merchant account was approved, and with other setups, we started taking orders on 2/8 and confirmed that the first batch was deposited to our bank account on 2/12. Then on 2/14, I first received a direct email from WorldPay risk email that looked suspicious. I thought it was a spam email, but just to be sure, the next day, I sent an email to Evolve (Broker) to confirm that it was a rigid email. Once confirmed, I worked on the requested items again because they were the same items submitted during approval. Then I realized that during their risk review, they put our funds on HOLD, which I didn't realize because I have been getting below email every day. And when I go online, my account status reflects ACTIVE!!! -Dated 2/14/24 Hello XXXX,*** latest batch deposit of $9,710.00 * has been released.*American Express transactions may be deposited separately.To view more details please log in by visiting: *********************** We thank you for your business.Sincerely,Then I was told they have 72 hours to review. Long story short, as of today, 2/29, I still haven't seen any $$ and as of today, they are holding over $85k!So, where are they releasing the funds to? According to *****, WorldPay is holding them on separate accounts until they clear the review! I have been informing them that I need those funds released ASAP so I can pay out the vendors at the end of the month. We are going to ruin our credibility with our vendor before business even starts taking off. Is there any government regulatory agency I can report to? I need this resolved immediately.

  Business response

  03/04/2024

  
  Good Afternoon *****,
  
  Thank you for reaching out to the Better Business Bureau regarding your processing account with ********************** from FIS. We apologize for any inconvenience you have experienced.As I have confirmed that a third party manages your account, I have forwarded your information and the details of your complaint to the appropriate team.
  
  I appreciate your patience. Please stand by and someone should be reaching out to you to assist soon.

  
  
  Thank you,
  
  
  ***************************
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  WorldPay will not cancel the monthly $80 fee for a credit card processing service that my company, ******, no longer uses. I have spent around 7-8 hours on the phone over the past 6 months, signed at least 3 Docusign documents (??), all to cancel an $80/mo service that haven't used since August of '23.Every time I call in, they leave me on hold for hours, transfer me around to at least 3 CSRs, give me a case number, then, almost before I get off the phone, I get an email that the case has been resolved and closed. When I call in the following day to confirm that the service has been canceled, or is at least in cue to BE canceled, they have no information, no request to cancel, they open a new case, give me a new case number, I invariably get an email that the case is "resolved and closed" and they just keep charging me.Also, they always tell me that they need "21 business days" to close the account, and there is no way to escalate it or speed that up, even though I've been trying to cancel this service for 6 months now. They also say that I will be charged for "at least one more month".At this point my only option, unless BBB can help, is to cancel our company checking account and open a new one, so that WorldPay doesn't have our checking acct num.We are a small business and this is a lot of money for us. Please help.********************* ************** or **************.

  Business response

  02/20/2024

  Good Afternoon ****,
  
  Thank you for reaching out to the Better Business Bureau regarding your processing account with **********************. We apologize for any inconvenience you have experienced. If you can please provide the Merchant ID number(s) for the account(s) in question. I will be happy to research into this to see how I can best assist you.
  
  I will be standing by and will look forward to assisting you,have a wonderful day.

   

  
  Thank you,
  
  
  ***************************
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

  Customer response

  02/21/2024

  Merchant ID ************.  ****** is the name of our company. We are based in **********, **.

  These are all of the case numbers that have been opened and then closed immediately (often before I got off of the phone) after waiting on hold for hours and being transferred to multiple people: 24053925, 2404655, 24055218, 24054206. This doesn't include the original case number that was supposedly opened in August of '23. I don't have that one. 

  Also being told that there is no way to escalate this, that it could take 21 business days to cancel, and they we will probably be charged once more. This is craziness.
  
  I call the next day after each case being "resolved and closed", only to find that they have no record of my having called, and our account is STILL not in queue to be canceled.

  Furthermore, Worldpay alleges that the last activity on our account was in August of '23, even though the Payline gateway that gives us access to their CC processing services was canceled 12/19/22 . So, there is NO WAY that we were using Worldpay services until August of last year, when we haven't had access to the gateway since 12/19/22, therefore Worldpay actually owes us $1120 refund for 14 months that we have not been using the service, rather than the $480, which they stated that we could "apply" to have refunded but there was "no guarantee" that it would be, and I was told that I would have to wait, keep calling. back to see when the subscription was actually closed, THEN I could open another case to "try and get it refunded".

  You can see my frustration here. If this isn't canceled and refunded by 3/1, then I am going to just close my company's checking account and open a new one. I don't want one more charge being deducted from our company checking account without my authorization when I have been trying in ******* to cancel this  subscription for many months.

  Customer response

  02/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] 

   Complaint: 21320371

  I am rejecting this response because: I am still awaiting resolution. Worldpay simply asked for a merchant ID, which is  ************. I  can't accept their response as a resolution based on their asking me, for the 20th time, for my merchant ID

  Regards,

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

  Business response

  02/21/2024

  Good Afternoon ****,

  
  Thak you for confirming the Merchant ID. Although your account is managed by a third party, I was able to verify that that account has been successfully closed since 02/14/2024.I hope this is helpful.

  
  If you can please provide a list of anything else you are needing assistance with, along with any documentation you would have to validate your request, I will be happy to engage the team that works with the third party who manages your account on your behalf.

  
  I am standing by and will look forward to hearing from you.

  
  
  Thank you,
  
  
  ***************************
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used them as a credit card processor for over 10 years. I went to cancel their service and was told that there was a 30-day written notice policy to avoid a fee. They chose to cancel my account early and charge me the fee regardless. My MID with them was ************* and my case # is ******. My contract with them said that they needed the notice and that they were to be my exclusive provider. I did do this, I stopped processing through them for the period and did not charge a client through any other provider in that time-frame.

  Business response

  02/05/2024

  BBB complaint #******** - ***** ********
  
  Thank you for the opportunity to respond to your complaint through the Better Business Bureau. We apologize for your inconvenience.
  
  Attached please find copies of your Merchant Agreement and Terms and Conditions for your review. In regards to your comments, "I stopped processing through them for the period and did not charge a client through any other provider in that time-frame." We acknowledge that you did not charge another client during the time you requested the closure. However, an Early Termination fee is assessed because Worldpay requires a 30 day written notice prior to switching to a new processor. By switching processors without notifying us prior, you are considered in breach of the agreement. Therefore, your $495 refund request has been denied.

  In addition, based on our telephone records you were advised that Early Termination fees (ETF) would be assessed in the amount of $295, rather than the contracted amount of $495. As a one-time courtesy on 01/31/24, we had provided a refund in the amount of $200. Our records indicate merchant account ending **** was closed on 1/18/24.
  

  If you have any further questions, please contact us.
  

  Respectfully,
  

  
  ****** ** *****
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  E:  *************************************
  

  
  

  Customer response

  02/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I move all my client back over to Worldpay during the 30-day windows that the support rep said I had to stay with them.

  Regards,

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

  Business response

  02/07/2024

  Good Afternoon *****,

  
  Thank you for your response. I apologize for the confusion. As per the terms and conditions, it is required to provide a 30- day notice before you stop processing and continue processing as normal throughout that time. Because you stopped processing in the account during the 30-day notice period, this is considered a breach in contract. Therefore, unfortunately your request for reimbursement has been denied.
  
  I am happy that we were able to get the account closed and provide a partial reimbursement on 01/31/24 in the amount of $200. We wish you the best of luck with your new processing endeavors and hope you have a wonderful day. 

  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  
  
  
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company sends out Dispute notice after the "respond by" date has passed. There is never an email notice about any dispute case. How can I provide supporting documentation if the company does not notify me before the "respond by" date??? When I called Worldpay (AccessmyiQ) I was told it takes for them that long to mail out a note and it was my responsibility to log in and check for disputes. What a twisted approach. I need a resolution for this please. Its not the amount ( I probably had about 4 disputes in 6 years of being in business)- its the principle. Also, if the WorldPay contracts their dispute matters to another company ( AccessmyiQ ???) to make it so impossible to respond before the deadline is over - its still their responsibility to make things right and set the right standards. Please contact e for additional info. Thanks **** ************

  Business response

  02/05/2024

  BBB complaint #******** - **** ******
  
  Thank you for the opportunity to respond to your complaint through the Better Business Bureau. We apologize for your inconvenience.
  
  Our records indicate that this merchant is set up to receive chargeback notifications via U.S. Mail and electronically through our on-line platform IQ. Dispute deadlines are set-forth by the issuing bank, not Worldpay. Hence, the reason why all merchants have access to IQ. Worldpay does not contract out disputes to a Third-party vendor. All chargebacks are handled by our Merchant Disputes department at ************.
  
  The Dispute Notifications in question were sent on 1/18/24. On 2/02/24 the Merchant contacted our Merchant Disputes department to inquire about chargebacks# ********** and ********** and was informed that she had 12 days to respond. Our Advisors assisted the merchant with access to IQ. To date, the Merchant has not provided supportive documents for the disputes. If the merchant does not respond to the chargebacks, the disputes will automatically be found in favor of the cardholder. Please upload any supportive documents immediately into IQ or contact Merchant Disputes at ************ for assistance. The said cases are pending and can take up to 30 days for the issuing bank to respond.
  
  All Merchants have access to our IQ platform and if not, they are encouraged contact Merchant Support at ************ for a User ID and password. IQ allows our merchants to view reporting, reconciliation, billing statements, chargebacks and much more. IQ is an excellence tool and resource to maintain one's merchant account.
  
  The merchant has the opportunity to review and respond to all disputes on-line via IQ. Once supportive documents are uploaded into our systems, our Disputes department forwards all documentation to the issuing bank (cardholder's bank) for review. The chargeback process is mandated and regulated by the Credit Card Networks (Visa, Mastercard, Discover and American Express). All decisions/outcomes are determined by the issuing bank or credit card network. Therefore, the $138 refund request has been denied based on the fact that the case is still pending.
  
  If you have any questions or comments please contact us.
  
  Respectfully,
  
  
  ****** ** *****
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  E:  *************************************
  
  
  
  

  Customer response

  02/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I have no online access, I cannot log in at all. I called the company and the representative tried to help me, he reset everything, sent me temp PW, reset my PW questions, I was on the phone for 38 minutes and the representative escalated it as he could not solve the log in issue. I was told I would get an email from the department that handless PW.. Something must be wrong with my account. 

  To day noone reached out to me and I am without access, I cannot log in as my log in does not work, regardless how many times I tried to reset myself and with the rep on the phone... I am sure there are notes on the account to prove that I am saying the truth. Can someone please call me from that company to help me.  Again I cannot log in and I do not get dispute emails. ************. I need someone from this company to help me 

  Regards,

  **** ******

  Business response

  02/09/2024

  Thank you for the opportunity to respond to your complaint through the Better Business Bureau. We apologize for your inconvenience.
  
  Based on your previous correspondence, we had arranged to have an Advisor contact you regarding IQ support. On 2/08/24 our Merchant Support Center reached out to you via telephone at (**** ********, to troubleshoot the IQ access issue. As of 2/09/24, the Merchant was able to access IQ successfully and has the capability to access/upload chargeback information/documents.
  
  The merchant currently has the opportunity to review and respond to any chargeback disputes on-line via IQ. Once supportive documents are uploaded into our systems, our Disputes department forwards all documentation to the issuing bank (cardholder's bank) for review. Please keep in mind all decisions are determined by the issuing bank or credit card network.
  
  If you have any questions or comments please contact us.
  
  Respectfully,
  
  
  ****** ** *****
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  E:  *************************************
  
  
  
  

  Customer response

  02/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

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

  Regards,

  **** ******

   

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late November 2023, I received a new Visa debit card from my bank (my fourth over the course of the year). I was able to use it successfully in stores and restaurants but when I attempted to update online accounts (e.g., streaming services such as Peacock and Paramount, shopping sites such as Amazon), I kept getting an error message saying the number was not valid. I spent a lot of time on the phone calling various services to get the number added manually. I had been able to use it online until this past week when several sites on which I was trying to make purchases gave me the same error message that my card number was not valid. One site explicitly told me that WorldPay was not working properly and was blocking purchases from Visa cards (both credit and debit). That got me wondering about why I have had to get a new debit card four times in 2023. The only thing my bank could tell me was a merchant reported a possible compromise each time (FYI - there were no suspicious charges - I could account for all of them). They couldn't tell which merchant and a check of my bank statements did not reveal any one business was the "culprit." Now I am wondering if WorldPay was behind the reports, falsely implying that my card was compromised. Considering that their website does not mention any issues (but a reliable merchant I have used previously said they were), I don't trust them in this instance.

  Business response

  01/08/2024

  Dear Sir/Madam,
  
  Thank you for your email and I’m sorry to hear that you’ve found cause for concern.
  
  Unfortunately, I must advise that we act as a payment service provider which means we are not card holder facing. If you need more information about issues with your transactions, you will need to contact the Merchant(s) to whom you made payment and they should be able to help you. Their contact details should be listed on their website, or on the email confirmation you received after your payment.
  
  If you think your card has been used without your permission, or funds taken from your account without permission, please contact your card issuer directly for further advice. We’re not able to refund the order for you however your card issuer should be aware of the options available to reclaim your funds.
  
  Moving forward if there is any input required from Worldpay from FIS and you’re in regular contact with the Merchant, to whom you’ve made payment, please have them contact us on your behalf so we’re able to complete the necessary security processes.
  
  Kind regards, 

  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

  Customer response

  01/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because I have already spoken with the merchant (****** ******* and they indicated that WorldPay is not accepting my Visa debit card. This has been a systemic problem for the past six weeks and no one (including my bank and Visa) seems to know why a Visa debit card works perfectly fine in stores and restaurants but not in online platforms that rely on WorldPay. 

  Regards,

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

  Customer response

  01/09/2024

  I am attaching the response from the merchant about the invalid number issue I submitted to them last week. This is no longer an issue I can resolve on my own. The merchant is saying it is you and you are saying it is them. By the way, this is the only merchant that said explicitly that it was a WorldPay issue but I have checked other website where I ran into the same "invalid number" issue and they also use WorldPay.

  The problem is not with the card or the number on the card since both my bank and Visa have indicated that the card and number are active. The card/number work in Google Pay and Amazon as well as in person in stores and restaurants.

  Business response

  01/09/2024

  Good Morning,
  
  Thank you for your reply. Although I apologize for any inconvenience you are experiencing and wish there was more we could do for you, as I shared before, Worldpay from FIS is Merchant facing company. We do not have any informtion on individual card holders accounts. We only have the capability of assisting our Merchants. If you are in contact with the Merchant and they are experiencing processing issues, please have them contact us so we’re able to complete the necessary security processes, in order for us to assist them.
  
  Have a wonderful rest of the day.

   

  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

  Customer response

  01/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because they still have not answered a very simple question: why are so many merchants unable to accept my card? While they may claim that they do not address individual card holders, the fact that so many businesses (including medical offices) that rely on their services cannot accept my card is highly suspicious to me.

  I have a job and don't have time to contact all of these merchants individually and some do not even have a phone number or customer service email to contact. This is not caused by the card (which works perfectly through services that don't rely on WorldPay) so the problem is not on my end and should not be mine to resolve. 

  I would recommend WorldPay start contacting merchants, alerting them to problems with some Visa debit cards, and investigating why ****** ****** (for example) keeps telling me my card number is wrong. 

   

  Regards,

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

  Business response

  01/10/2024

  Good Morning,

  I appreciate you reaching out to gain resolution. Unfortunately, Worldpay is the payment processor. We do not have a direct relationship with your Visa card or personal information. We are unable to troubleshoot any issue with your information. Please direct your concern to your Financial Institution. We are unable to troubleshoot a transaction from a cardholder. I recommend you supply any error code you are receiving to your financial institution and/or the merchant of whom you are attempting to run a transaction. Credit cards are processed differently from instore vs online purchases. I would recommend the merchant contact us next time you are having issue and Worldpay can troubleshoot the with the merchant.

  Moving forward if there is any input required from Worldpay from FIS and you’re in regular contact with the Merchant, to whom you are attempting a payment, please have them contact us on your behalf so we’re able to complete the necessary security processes. Although we do apologize for any inconvenience you have experienced, I would recommend the merchant contact us next time you are having issue and Worldpay can troubleshoot the with the merchant directly. 

  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  
  

  Customer response

  01/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because I have already contacted my bank and Visa. My card/numbers works when I use it in person at stores and restaurants and on non-Worldpay-supported websites (e.g., Google Pay, Amazon). As far as my bank and Visa, the card is activated and valid since it works normally everywhere else. 

  I contacted ****** ****** about this since I cannot add the card to their system for setting up an online delivery account. I don't have an answer from them about my most recent submission yet but one of their customer service people previously alerted me to the fact that the issue is with WorldPay. which they use for their online transactions. That is why I keep rejecting your claim. Consider also that my card number is also being rejected on a lot of other websites so it's not just one vendor that is experiencing this problem. Something somewhere is erroneously claiming that my debit car number is invalid (even though it works in person and some sites like Amazon and Google).

  Regards,

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

  Customer response

  01/15/2024

  This is the response from ****** ****** indicating that they cannot find anything that should prevent me from adding my new Visa debit card to their online delivery system. Their accounting department will be contacting WorldPay to find out why they are having problems with Visa debit cards.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have this company as my point of sales payment processing company. I have inquired with customer service in the past about receiving my statements prior to them deducting the fees due and was told there is nothing they can do. The company mails out a statement but that arrives a few weeks after the payment has been deducted. There is another way to locate the amount due but it also does not appear in the reports until after it is deducted from the bank account. The fees are typically deducted on the 5th of the month for the previous month. It would be a benefit to be billed beforehand as the amounts and fees are never the same. I would like the deduction date be changed to a later date or have the statements available sooner.

  Business response

  01/08/2024

  Good Morning ******,
  
  Thank you for reaching out to the Better Business Bureau regarding your processing account with WorldPay from FIS. We apologize for any inconvenience you have experienced. I understand that you are unhappy with the way that the billing cycle works, unfortunately there is no way to bill out later or make the statement available in advance.
  
  I understand that this is not the answer you were hoping for, unfortunately there is not any way to make an exception as the billing cycle is automated.  A helpful recommendation I can make, is that you do use IQ to view your statements when they are made available by the first week of each month as this is much faster than getting the statement by mail. I would also recommend that you please read the bottom of the billing statement each month. If there are any upcoming changes to your billing regarding fees this is where you will find the important messaging, this gives Merchants the opportunity to prepare in advance.
  
  Although there is no way to change the billing system, I hope the information I provided was helpful. We appreciate your business and I appreciate the opportunity to address your concerns. We wish you a very happy 2024, please let me know if you have any questions.
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was the first credit card company that we'd chosen to do business with after using Square's services for several years. However, due to this factor, we feel as if we were purposely misinformed on multiple factors, particularly the PCI Compliance and the IQ page that we should've had access to from the start of services in August 2021 until we canceled in July 2023. We've sent documents to the main office in Munster, IN, including a 3 page letter regarding the issues, and consulted their customer service team, but have gotten nowhere since sending the documents in mid-August. According to their customer service team, if they did receive the paperwork, the main office has not communicated our issues to their support team as there is not a record of the complaint with their team. Essentially, we did have the paperwork for the PCI Compliance and the IQ page, but were not made aware of and did not previously know what the purpose of those documents were until we started noticing the increase in our fees. We also did not have access to our IQ page for our statements, which also prevented us from seeing the breakdown of the charges until our discovery of both of these issues in January of 2023. When asking our sales rep, ***** *******, about these issues, he acted in no urgency whatsoever and brushed off the issue as simply "monthly fees", but overall, he would not help us. We asked him at least 3 times between January 2023 and July 2023, but each time he'd give us an excuse and then disappear for months until we asked about the issues again. We again sought the help of their customer support team as instructed by Mr. *******, but they too refused to help. In comparison, the company we signed with after Worldpay had us compliant in less than an hour, as compared to over six months. In addition, they have also continued to charge us equipment fees even after our's was returned in August. More detail and total reimbursement sought will be in our letter below.

  Business response

  11/15/2023

  Good Afternoon *******,
  
  Thank you for reaching out to the Better Business Bureau regarding your former processing account with Worldpay from FIS. We apologize for any inconvenience you have experienced. I have identified that your account is being managed by a third party. I have sent your complaint details as well as all the documentation you have provided to the appropriate department so they can engage that third party on your behalf.
  
  I appreciate your patience while they address your concerns. Please stand by and I will follow back up as soon as I have more information. have a wonderful day.

   

  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

  Customer response

  11/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  We have received this message, but WorldPay has stated further review is needed. We will not be closing our case at this time until further responses have been received regarding our issues. 

  Regards,

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

  Business response

  11/28/2023

  Good Morning *******,
  
  Thank you for your reply. I reached back out to the Support Mangers that assist with accounts like yours that are managed by a third party. I let them know that you were told that further review is needed. If someone has reached out to you directly outside of our interactions via the Better Business Bureau portal, please continue to work with that individual directly.
  
  We appreciate your patience, and hope you have a great day.

  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

  Customer response

  11/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Nobody else has reached out to us in response to this issue outside of the BBB, despite multiple requests and the sending of the hard copies of the attached documents in August of 2023 to the Munster, Indiana main office. We would like to continue to keep this open until either a representative contacts us with pertinent information regarding a refund and resolution or until it is handled here. If you would like to contact us to get this dispute settled, we can be reached at our office at ************ or email ***********************************. 

  Regards,

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

  Business response

  12/04/2023

  Good Morning *******,
  
  I hope you had a wonderful weekend. I received confirmation this morning from the Support Mangers that the Partner has been able to reach out to you and that they are working with you directly. If you can please continue to work with that individual directly, they will help you get resolution in this matter.
  
  Once again, we apologize for any inconvenience you have experienced and appreciate and opportunity the to assist you. Please let me know if I can offer any further assistance. I will be standing by and hope you have a great day.

   

  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

  Customer response

  12/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Thank you for the help. We are not objecting to your response, we just simply want this line of communication to remain open in the event that our outside communications fail. We are currently waiting on further responses from management. 

  Regards,

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

  Business response

  12/07/2023

  Good Afternoon *******,
  
  I received confirmation that you were able to work with the Partner to come up with a reimbursement amount that you agreed upon. I am glad to hear they were able to work with you directly to come to get a resolution. Thank you for your patience during the process. I am glad we had the opportunity to assist you, please let me know if we can offer any further assistance. 

   

  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I run a childcare center the name is ******** ********* ***** ********* *****, **************, ******** ***** ************ bus *******-**** cell I had a world pay credit card machine from August 2010 to August 2019 I called your company in August 2019 when the machine stopped working and they told me that it had reached the end of its life and it would take 2-3 weeks to receive a replacement! Since I could not go without a credit credit card machine for that length of time I returned the machine in the month of August 2019 and went with a different vendor who could provide me with a new machine within a few days! World pay continued to charge my bank account under the description of merchant bankcard/billing until I realized in February 2023 after my business had been sold that I was still being charged even though I had returned the machine!

  Business response

  10/27/2023

  Good Afternoon ******,
  
  Thank you for reaching out to the Better Business Bureau regarding your former processing account with WorldPay from FIS. We apologize for any inconvenience you have experienced. I haver verified that your account is managed by a third party. I have engaged the team that corresponds with third party associates, and I have sent them your compliant details and attachments. I appreciate your patience while we work to get assistance for you on this matter.
  
  I appreciate you standing by, and hope you have a wonderful day.

   

  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

   

   

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently switch our credit card processing to world pay as our only form of credit card processing. We are a dental office and they work with many. They flagged 2 charges as fraudulent since they forgot to up our charge limit. This was back on September 22. They have held every processed charge since and now are sitting on over 100k of our business funds. They continue to take processing fees from our account but have no way to contact or get this issue resolved. Employee ***** ****, who is in charge of this matter, has been out of the office and has not forwarded this info to anyone. I’m almost at a month with no resolution and our business has continuous expenses. The way they handle customer service is unacceptable.

  Business response

  10/18/2023

  Good Afternoon,
  
  Thank you for reaching out to the Better Business Bureau regarding your account with Worldpay from FIS. We appreciate your patience while review and address your concerns. I apologize for any inconvenience you have experienced. We are actively investigating the circumstances around your complaint and will be back in touch as soon as we have more information.

  
  
  Thank you,
  
  ****** *******
  Client Relations Account Manager I
  Worldpay for Business
  
  FIS | Advancing the way the world pays, banks and invests™ 
  

  Business response

  10/24/2023

  Thank you for your patience while we researched into your situation. I received confirmation that although the advisor whom you initially work with ***** **** was out of the office, you were able to successfully correspond and work with ***** ******** with Internal Support.  I received an email on October 18, 2023, confirming the hold was released and that an email was sent to you advising that we released $193,475.63 which would reflect in settlement account within 48 hrs. 

   

  Although it does not appear there were any errors on our side that caused the risk holds to be placed on the account, we appreciate the time you took out of your day to reach out through the Better Business Bureau to get assistance. We have sent you an additional $500.00 reimbursement for your time. We do value your business and appreciate your giving us the opportunity to serve and assist you.

   

  Please note that due to the absence of correspondence on the Better Business Bureau Portal on your side, they closed the case, so I am sending this email through the Better Business Bureau Administration Leader. Please allow 3 to 5 days to see the deposit in your account. I hope you have a great day, please let me know if I can be of any further service.   

   

  Thank you,

  Customer response

  10/24/2023

  Thank you for taking the time to reach out.  I am sorry I had to go through the BBB to reach you, but the communication from your support team/fraud department is not very efficient/reachable for matters on the scale that we had.  We are a small business and you can imagine what a hold of funds of that amount can do to our business.  The error on your end would be that there was a cap placed on charge amount that caused the flag.  According to our dental software provider that we used to connect with you for services, no dental office has ever been told or had a hold on their account.  Although I appreciate the $500 I was hoping for an additional amount because this went on for weeks.  I also do not understand why no one would contact me, the owner, directly to talk about the resolution process.  I have emailed many to try and get a response.

   

  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. ↩