Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Clover Terminal from Payment Depot/Stax Payments and they promised a terminal within 2 days. After a week I cancelled the order when they still couldn't tell me when it would arrive. During this time frame the *** debited $500 from my account. I called again to make sure my cancellation had processed and the agent told me to refuse the system and I would be refunded my $500, I refused the system as I was told. A few days later I got a phone call telling me they were keeping $400 of my payment for a restocking fee. I was not told or notified of any restocking fee and by Florida law that is illegal. Please be careful with ordering from them. I would just like them to make it right and I will be happy.

  Business Response

  Date: 03/31/2025

  The $500 refund was agreed to with the merchant, submitted to our finance department today and will be remitted to the merchant in 5 - 7 business days. Support teams communicated this status with the merchant earlier today as well. 

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against **** for wrongfully withholding my business funds, providing misleading information, and failing to act transparently regarding the closure of my merchant acct.Almost 6 months I processed payments with Stax with no issues. My biz ServiceCrucible, provides consulting services for home service companies. During onboarding, I clearly informed Stax my transaction amounts would increase as my business grewthis was acknowledged, and I was approved.But, on February 21, 2025, **** suddenly placed my account under review after an $11k transactiondespite approving me with full knowledge that my transactions could increase. After providing all requested documentation (bank statements, invoices, and business details), I was informed that my account was closed, and my fundsover $8kwould be withheld for 90 days.The justification for this decision has changed multiple times:Stax first claimed Fiserv, their processing bank, made the decision.Fiserv told me my account was in good standing and not blocked.Stax later claimed the Fiserv *** "did not have full access to risk ***************, Stax says my account was closed for exceeding "approved volume"despite my growth plans being disclosed ********** resolve this, **** provided a booking link with the ****** risk analyst, but only 15-minute meetings were availableinsufficient for a complex financial dispute.Also, the assigned risk analyst has less than two years of industry experience, previously holding receptionist positions. This raises concerns about whether my case is being handled by someone with the appropriate expertise.Furthermore, Stax refuses to provide written documentation proving ****** made this decision or any policy reference justifying the 90-day hold. They are attempting to avoid accountability by directing me back to Fiserv.This situation has severely impacted my business, and their lack of transparency raises serious concerns about their practices.

  Business Response

  Date: 03/14/2025

  We appreciate this feedback and agree that the misinformation from Fiserv led to a lot of unnecessary frustration. ****** manages all risk reviews, holds, and reserve decisions for merchants processing through **** as stated in the merchant agreement. Thus unfortunately the holding and releasing of any funds relating to this risk decision are up to the discretion of Fiserv. At this time this has also been escalated to our legal team and is under review there. 

  We do our best to be an intermediary between the two parties to help smooth the process, though understand there could have been some improvements in that communication. 

• Initial Complaint

  Date:02/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** has debited unannounced and unagreed upon fees directly from my business account, without ever informing me, the business owner of these charges or providing a clear set of steps for opting out of the service or terminating my "agreement" with them. On January 16, 2025, my small business was charged $72.07. I had never received a fee in that amount from the processor and found it very suspicious so I reached out to my EHR. They (Owl) said it was for a service that I was to have been sent information on last year and that I missed the window to opt out of the service. They also stated they were not in control of the charges, only Stax was. I informed them that I had not now or ever been informed of any service changes or been given any info on how to opt out, and that remains true to this day that I am writing my complaint. On February 12, 2025, after I had started taking steps to end my use of their services through my EHR, I was once again charged a fee of $64.95 without any communication, invoice or receipt, just as last month. How is this legal? I am very concerned with how this business is practicing and am shocked at their A+ rating, which makes me wonder how much weight these ratings actually hold. They have so far told my EHR that they do not intend to refund me these charges despite all I have described above about their practices. And that is why I am now here using my precious time to make this complaint when I have mental health clients to serve. Unfortunately, I could not complete my termination of their service today because I had to process a client payment and did not realize it was still under this processor. Once that clears, I will complete the termination, but also require my money to be refunded to me ASAP.

  Business Response

  Date: 02/14/2025

  This merchant is utilizing Stax through a Partner (EHR in their terms) and all communication and pricing is handled by that Partner.  Thus this complaint is really for the Partner, not ****, as we do not negotiate or communicate with this partners' sub-merchants directly on these matters. 

  Business Response

  Date: 02/17/2025

  This merchant is utilizing Stax through a Partner (EHR in their terms) and all communication and pricing is handled by that Partner.  Thus this complaint is really for the Partner, not Stax, as we do not negotiate or communicate with this partners' sub-merchants directly on these matters. 

  Business Response

  Date: 02/17/2025

  **** does process payments on the Partners' behalf, but the amounts are pursuant to the agreement with the Partners. The sub-merchant agreement details the billing that is set at the Partner level and allows us to be able to process these on their behalf, but all communication is required to come from the Partner directly. We can notify the Partner for this merchant to reach out regarding this complaint, but we do not otherwise talk to the sub-merchants directly per our agreements iwth them. 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22939149
  
  I am rejecting this response because:

   Money was withdrawn from my small business bank account on two separate occasions without my informed consent.

   The second of those two withdrawals occurred after my electronic health records company already informed Stax that I wanted a refund and had not agree to their supposedly new service agreement.

  I did not agree to whatever services were supposedly being charged for, and to this day, I still do not know what those services are. I was not given the option to accept or reject the new service terms. 

  Stax appears to be very comfortable with passing the **** on this issue rather than taking responsibility for their error. This is not the behavior of a company that I would trust.

   In any other circumstance, withdrawing funds, repeatedly, from a bank account without the express agreement of the person or company that owns that account, would go by very specific terms.

  When no paperwork was received by **** from my company, the payment processing service should have been paused rather than agreement being assumed. 
  

  Any confusion or poor communication between Stax and the *** is between them and should in no way not result in multiple, invasive charges to my account. 
  

  It is clear to me from the response given by Stax that they did not actually look into my specific case and are hoping that my complaint will just go away without fair resolution. Please show me, and anyone reading this, that you can do better.

  
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 02/25/2025

  On the September, October and November fee statements, there is a statement message regarding the fee changes as implemented by the Partner (attached for reference). Pursuant to that notification, and any messaging that the Partner provided directly to the merchant (which is up to their discretion as they work directly with merchants as stated), a *** non-compliance fee was billed 90 days after enrollment, which is the amount referred to from the ******* billing cycle. Enrollment in the *** program happened on 10/1/24. 

  This account was closed Feb 18th, 2025. Thus fees billed for the month of ******* and February will still be applicable as the merchant had an account open during those months. Any requests for a refund would need to go through the Partner and is up to their discretion, not Stax's. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22939149
  
  I am rejecting this response because:

   

  I have never seen this billing document before. The existence of a pdf does not equal informed consent by a consumer. I can generate bills for my clients but if they do not see it they cannot act on the document.

  I will not work with any electronic health records in future where **** is their main, or only, payment processor. After this experience, I have no guarantee of my bank accounts or concerns being handled appropriately. 

  I strongly suggest caution to anyone considering them as this issue is draining funds from my account and would have kept on occurring without my consent if myself and my accountant were not so thorough about keeping my books up to date. 

  Stax is refusing to take any responsibility for the poor handling of the change in the payment processing service, and is actually promising to charge me further amounts for something I was not informed of. 
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:02/05/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I initially signed up with payment depot then taken over by ****, they offered a competitive and fair pricing structure. However, over the years, I have noticed that they increase their fees annually, sometimes by as much as 50%, even for long-term, loyal customers like myself. These price hikes are not clearly explained or justified, and they continue to find new ways to add extra charges and increase monthly fees.Switching to a new payment processor is a time-consuming and complex process. **** seems to take advantage of this fact, knowing that many businesses hesitate to switch due to the hassle and disruption involved in setting up a new processor. This allows them to continually raise fees, knowing that customers may feel stuck due to the challenges of transitioning to a new provider.Despite my attempts to reach out to **** for clarification and request more reasonable pricing adjustments, their customer support has not provided a satisfactory resolution. Many businesses like mine rely on predictable and fair pricing for payment processing, and Staxs approach feels more like a way to exploit customers rather than support them.I am requesting that **** be held accountable for these pricing practices and that they be more transparent with customers about future price increases and additional fees. I also urge BBB to investigate their predatory pricing tactics, which may be negatively impacting many other businesses as well.

  Business Response

  Date: 02/06/2025

  Thank you for providing this feedback. The terms of our service and any pricing changes are included in our merchant agreement, though we appreciate your feedback on a desire for greater transparency. I do see that you reached out to our Support team to discuss these fees and we offered to do a rate review though it was declined. If you would like to better understand how the fees are calculated, it would be helpful to allow us to go through the review with you. If you would like to do so, please reach out to the support team directly. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22902152
  
  I am rejecting this response because:

  The support team responded; however, they did not offer a review. ***** simply stated, "There is nothing I can do about it."
  Last year, my monthly membership fee was raised by $20. I spoke with Josmar, and she said this increase was final. I clearly told them that if they were going to drastically increase monthly fees each year, they needed to let me know so I could explore alternative options.
  In my original agreement with Payment Depot, I was offered a set annual fee and $0.05 per transaction. Over the past three years, **** has increased my monthly fee from $30 to $50, and now they are asking for $70. Additionally, I am being charged $0.25 for batch closing, and I believe I am also being charged a percentage on Amex transactions. How is this clear and transparent?
  Again, if you want to offer a resolution, you have my contact information. Call or email me, and I will review it.

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/11/2025

  We are happy to give you a call to review further to explain the reason behind the rate increase and see if there are alternative options to offer. 

  Customer Answer

  Date: 02/13/2025

   
  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

   

  I am updating this review. ***** from support reached out and was very helpful in resolving the issue. They acknowledged the lack of transparency and the insufficient notice regarding the price adjustment, and were willing to review the account and come up with a reasonable solution

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/24/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had terminated our agreement with **** in Feb 2024 for payment processing for my business. **** had acknowledged and confirmed the termination. We received no further payments from the Merchant after Feb 12 2024. But their Merchant has been charging merchant fees ever since the termination in Feb 2024. All the transactions made by direct debit to my account from April 2024 are unauthorized. The charges are as follows: $171.99 on 4/5/2024, $67.98 on 5/7/2024, $67.98 on 6/5/2024, $67.98 on 7/8/2024, $67.98 on 8/6/2024, $67.98 on 9/5/2024, $67.98 on 10/7/2024, $67.98 on 11/5/2024, $147.97 on 12/5/2024 and $147.97 on 1/7/2025. When I asked for an explanation and refund of all the incorrect cahrges, i was informed that they will only refund last 3 months of the charges. And refused to refund the remaining money back.

  Business Response

  Date: 01/27/2025

  Per your merchant processing agreement, it is the merchant's responsibility to report any error or discrepancies in writing within 30 days following the reporting period. After this time, the statement information and fees are deemed to be accepted by the merchant. As a courtesy, we have already extended the refund issued beyond 30 days to cover 3 months and this has been issued back to you. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22854178
  
  I am rejecting this response because:

  The policy that they are describing is when I am their current customer. It doesnt hold once our agreement is terminated. If you check their email reponse from the Stax representative from March 1, 2024 (i have highlighted the text with yellow in the attached PDF) she had assured that the account was being closed at all ends. So i am not supposed to be charged after that without prior authorization. Also if you see their response from Jan 21, 2025, they mention that due to a mistake on their end they hadnt closed the account correctly. I dont agree that due to THEIR MISTAKE my account should be charged at all and I should be refunded all the payments after it was agreed that my account will be closed on all ends by Stax after the March 1, 2024. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/29/2025

  I have requested our support team to further review and determine the full amount of the refund eligible following the initial closure request. Please look for an email from Stax support before the end of the week with further follow-up. 

  Customer Answer

  Date: 01/30/2025

   
  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 as long as I recieve the total refund they owe me and also without further delay. I have recieved an email from the **** representative yesterday that i will be refunded the balance amount of $579.87 in longer processing time of more than 8-10 business days. I dont appreciate that I still have to wait for the money that they owe me. I hope that the amount is refunded ASAP without further delay. 
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 02/13/2025

  Following my last response to the resolution of the complaint, **** had promised to pay me the additional owing amount of $579.87. But they have just sent in $407.88. They still owe $171.99 from the total amount of $943.79. I am really frustrated that they are still not paying me the whole amount they fraudulently debited from my bank account. If I dont receive the balance amount of $171.99 by the next week, I hope its reasonable to request a compensation amount of additional $188.75 (which is 20% of the total amount of $943.79 that was fradulently debited). This additional amount is requested for the loss of bank interest for the last 11 months, efforts and extra hours put in by my *** to calculate and recalculate the amount that has been refunded and the balance that is still owed by STAX). i hope that this matter can be resolved in a timely manner without any additional delay and hassles to me and my organization.

  Thanks for the assistance.

  H *****

  Customer Answer

  Date: 02/17/2025

  Following my last response to the resolution of the complaint, **** had promised to pay me the additional owing amount of $579.87. But they have just sent in $407.88. They still owe $171.99 from the total amount of $943.79. I am really frustrated that they are still not paying me the whole amount they fraudulently debited from my bank account. If I dont receive the balance amount of $171.99 by the next week, I hope its reasonable to request a compensation amount of additional $188.75 (which is 20% of the total amount of $943.79 that was fradulently debited). This additional amount is requested for the loss of bank interest for the last 11 months, efforts and extra hours put in by my *** to calculate and recalculate the amount that has been refunded and the balance that is still owed by STAX). i hope that this matter can be resolved in a timely manner without any additional delay and hassles to me and my organization.

  Thanks for the assistance.

  H *****

  Business Response

  Date: 02/17/2025

  As of 2/14 Stax communicated that we submitted the additional request for the remaining $171.99 to be remitted. As this was done on Friday, please allow 5 - 7 business days from 2/14 for this to process. If after that time you have not received the funds, we would be happy to reopen this case. 

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22854178
  
  I am rejecting this response because: As per their last communication with BBB it was mentioned that they will be paying me the reminaing balance of $171.99 in 5-7 business days. its been over 2 weeks, I still havent received my balance payment. I would like to request that my balance payment be paid **** without further delay. And would appreciate if a compensation for the time and efforts spent by my *** and me over the numerous emails that have to be sent to stax and the delay that they are making in sending me my money back fo the fradulently charges made to my account. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/09/2025

  This is being managed and updates provided via a support ticket with a manager and the merchant directly corresponding. However, we are happy to leave the BBB case open until payment has been received.

  Business Response

  Date: 03/17/2025

  Merchant has confirmed all funds have been received. 

  Customer Answer

  Date: 03/17/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with this company to try and use their services to process payments for my small business app. I was told that we can try it free for a month to determine its compatibility and after identifying it would not work, I closed my account. I then began being billed. After the first bill, I reached out and was told I needed to go through another process to cancel. Which I did. I was then told that the cancelation policy takes 30 days to process so was charged again. I reached out and got confirmation that my account was closed. I was then charged again. I think it's borderline criminal at this point

  Business Response

  Date: 01/02/2025

  Thank you for taking the time to provide us this feedback on our closure processes. The insight is helpful for future improvements. The refund request for the debit made on 12/29/2024 for $99 was submitted as confirmed by our support teams as your billing plan should have ceased on November as stated. 

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a doctor's office - ************************- that subscribes to Chirospring medical software and they use STAX to complete credit card transactions. There was a recent change in policy regarding PCI compliance and STAX charged our account twice with a non-compliant fee of $54.95 each. We were not properly or clearly notified of the change from STAX and in email from Chirospring dated 9/20/24, it states we have 90 days to comply with change. The **** company charged us the extra fee well before the 90 days were up. We should still have until 12/20/24 to make necessary changes.When I asked for a refund of the fees through Chirospring, I was told that **** refused.I would like a refund of $109.90

  Customer Answer

  Date: 12/16/2024

  I have not heard from the business in response to my complaint.  They are a 3rd party to our EHR software system.  They have told the ************ Chirospring, that they will not refund the charges.  I wish to continue with this complaint.  They are erroneous charges.
  

  Business Response

  Date: 12/19/2024

  Merchant support is handled by *********** so we have alerted them to this issue to work with you and our teams to discuss further. Communication was handled through them so they will be best to advise on timing of billing. From the Stax end though, there was notice on your Stax merchant statements regarding *** as well that is also shared below. 

  Stax is utilizing a new *** vendor *** toolkit and is automatically enrolling all merchants to adhere to industry security standards. An annual *** SAQ needs to be completed. New merchants will have 90 days from enrollment to complete the ***. If you are currently enrolled in *** with Stax your status will carry over. Failure to attain compliance will result in a $54.95 monthly non-compliance fee until the account is compliant. The *** program monthly fee is $10 and includes breach insurance. For more information about the program and the various benefits, please contact your support representative. Your continued use of the Services constitutes your agreement to this pricing.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22641245
  
  I am rejecting this response because:  I have received the credit for the first 2 charges from Chirospring.  I am waiting for the credit for the last charge to be processed.

   

  The statement the business sent has a 90-day compliance notice in the statement.  That statement was published on the very bottom of statement of 9/5/24.  Chirospring sent an email notice on 9/20/24.  The business charged the fees before the 90 days were up.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/07/2025

  Due to the relationship of your processing agreement, you will need to work with *********** for any outstanding refund requests. Should they choose to make any additional adjustments, they will reach out to Stax directly to initiate. Unfortunately **** cannot make any decisions on the merchants' behalf, communication must come from the Partner. 

  Customer Answer

  Date: 01/09/2025

   
  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.  I have received all refunds requested.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:12/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 5, 2024, Stax Payments ***************** received ******** via Credit Card for an online order done through our website. In turn, these moneys are supposed to be transferred to our bank account (less any Credit Card Processing Fees). However, we never received these moneys. The backup attached shows correspondence between us and Stax. They had claimed that they did transfer the moneys into our bank, but, in fact, were confusing it with two other payments that had been received. We ask that **** communicate with **** *****, owner of ************* (d/b/a Strictly for Kids) and kindly resolve the matter.

  Business Response

  Date: 12/06/2024

  Thank you for raising this to our attention and we apologize that your last escalation attempt went unanswered. This has been raised to our Support leadership who will be reaching out directly to you to detail the flow of funds and confirm all was received. 

• Initial Complaint

  Date:11/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** has required customers of software providers they are licensed with to be *** compliant, even though those customers do not handle payment methods. They are forcing us to work with a third party (*** Toolkit) to be *** compliant, but the questions they are asking us don't have answers we can give because they are asking about the nature of how another organization is storing data, building software, executing processes, etc. We want them to drop the *** Compliance process from this customer base, because our tools and people do not take *** information. It never enters our custody at all. They have threatened to start finding us $60 per month if we do not comply and answer their questions, which we simply do not have the answers to.

  Business Response

  Date: 11/25/2024

  *** is required by the card networks (**********, ****, etc.) to securely accept credit cards and affects anyone who transmits, stores, and makes use of cardholder data including merchants, service providers, financial institutions, and POS vendors. It is regulated by a governing body that **** must comply with. You can learn more by visiting the *** DSS website. 

  While each processor handles the *** process through their own systems, each processing bank requires reporting on compliance for *** at the customer level. We appreciate the feedback for how parts of the process could be handled at the Partner level and have raised this to our Product team for future development consideration. 

• Initial Complaint

  Date:11/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Staxpayments as my payment processor for 5 years. They always had bad customer service but it was never a huge problem. I had increasing payment volume ever year and went from 1 account to 5 merchant accounts with them. Despite those things I never felt like I had a sales representative who can help me with my problems but generally I didn't need much from them so no ********* business was no longer benefitting from the outdated clover so I decided to use a different payment processor. The process of closing my account was literally impossible. There is no clear way to cancel or path. No button to press or person to contact. Sent the request in multiple different ways, finally it is acknowledged. The billing though continues and the most egregious thing is that they claim you need 30 days notice to bill which is fine (but annoying) and on the last final closing date they bill you one last time! Even though your service doesn't work and nothing is accessible anymore on the way out the door they bill you for one extra month, which for me was around $500. I have never heard of a company doing that.Last but not least but Stax and Clover are intertwined because of the way they do business so if I am getting charged by Clover they say talk to Stax. If I'mg getting charged by Stax they said to talk to Clover. My ****** **** has been continuing to this date and there is nobody who I can talk to shut it down. However, they know that my account is no longer active because I can't log in. Long story short, they are disorganized and have nice customer service people but nobody is actually interested in solving your problem. Highly don't recommend this *********** They think they're tech forward and all this c*** but in reality they have awful enterprise software and hide behind paid call centers so they never have to actually help their customer.

  Business Response

  Date: 11/18/2024

  We are sorry to hear this was your experience with Stax and are having a manager review your open ticket to determine any learnings and follow-up on open items. That follow-up will be done in the open ticket.

  We are currently in the process of reviewing our closure processes so appreciate the feedback you have provided. Additionally, we have moved all of our call handling in house as of last quarter to get merchants like yourself in touch with our team and on the way to a solution much quicker. 

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22570594
  
  I am rejecting this response because you have not offered any response to the fact that you billed me for an extra month of service after the service was closed. You also were repsonsible for cancelling my clover account and I am still getting charged a monthly subscription fee. It's an absolutely joke that you all respond to these inquiries faster than you respond to customers when they are in your ecosystem. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/18/2024

  We have shared verbally and multiple times in writing (4 emails specifically) that the closure request was received on 9/26 and there would be one final bill the following month (for October). We have also provided the service numbers to talk to Clover's support team as that is a 3rd party, as well as an trace for the refund that was already issued. 

  A manager is reaching out directly to the merchant to explain the above as well but beyond that there are no additional actions to take here. 

  Business Response

  Date: 11/19/2024

  We have shared verbally and multiple times in writing (4 emails specifically) that the closure request was received on 9/26 and there would be one final bill the following month (for October). We have also provided the service numbers to talk to Clover's support team as that is a 3rd party, as well as an trace for the refund that was already issued. 

  A manager is reaching out directly to the merchant to explain the above as well but beyond that there are no additional actions to take here.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22570594
  
  I am rejecting this response because:

  I agree I received a closure date middle of October, at no point was it made clear that when I submitted for closure on 9/26 and was told a middle of October closure date that on the day of closure I would have to pay for one more month. Closure is not commonly associated with final billing date, thats extremely confusing.

  Second I have your ARN tracking number but I did not receive the money. Why dont you confirm the bank account  the number was sent to? Or look into it at all. The money was supposed to be sent 10/25 and I have absolutely not received it.

  Third, providing me clover support number is comical. I spent another hour on the phone with them yesterday with no resolution. They are your partner! Giving me some generic number isnt helpful. If you want customers to trust you, you should be able to liaison with clover to get their accounts shut off. Bottom line is that when your customers call clover all clover says is to speak with Stax. Referring me to them does not make it so you are no longer Responsible. 

  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 11/19/2024

  This is a screenshot of me cancelling. You see they say on 9/26 that below is my listed final subscription bill cycles. Then they list each terminal with the cancel date. 

  Who would think that the cancel date is the same as the last date billed based on the information they give? Also who bills for the final month and cancels the service the same day. The service stopped working on the final billing date. That is incredibly confusing and also predatory as I am being billed for nothing!