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:11/08/2024

  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.

  ****, a credit card processing service under the licensing of ******, ceased depositing store transaction funds into Route 46 Ace Hardwares business account on October 15, 2024 without any prior notification. The lack of communication meant that Route 46 Ace Hardware remained unaware of the withheld deposits until October 29, 2024, during a routine account review. This halt in deposits has created a significant cash flow issue, as funds were going out without corresponding income from transactions. As of November 8th, 2024, ****** has still not released any funds, and they are currently holding over $120,000 in credit card transactions from Route 46 Ace Hardware.October 15, 2024: **** stopped depositing funds from Route 46 Ace Hardwares store transactions into its business account, with no prior warning or notification of this action.October 21, 2024: Fiservs Risk Monitoring Team contacted Route 46 Ace Hardware by email, requesting information about specific transactions but did not indicate that deposits had been suspended. Route 46 ************ responded to their request on October 22, 2024.October 29, 2024: Upon discovering that deposits were missing, Route 46 Ace Hardware requested immediate follow-up from the processor, unaware at this time that funds were being withheld.October 30, 2024: A representative contacted Route 46 Ace Hardware by phone, detailing the additional information needed. The requested information was promptly provided that afternoon, yet no confirmation of receipt was given.November 1st - 8th, 2024: Route 46 Ace Hardware has made numerous follow-up emails and phone calls requesting the release of funds or clarification as to what additional information is needed. November 8th, 2024: ****** continues to withhold funds, totaling over $120,000.00 in credit card transactions, without release or further clarification.

  Business Response

  Date: 11/08/2024

  Thank you for providing this feedback. We understand the frustration and sensitivity when dealing with held funds and the importance to your business in getting it resolved as quickly as possible. Risk holds are initiated and managed by the processing bank. Stax unfortunately does not have the ability to influence the hold, requirements, or release of funds, but does want to make every effort to assist you with providing the information needed to resolve the hold with the information we are provided by the processing bank. As recently as today we have responded that we are continuing to seek for resolution with the bank on your behalf. 

  We appreciate the feedback on timeliness of responses as we can seek to improve upon that in the future. 

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22529908
  
  I am rejecting this response because: **** is my credit processing company and nothing has been done to assist in escalating this matter to get the $116,000.00 being withheld from my account. This is my money I am a small hardware and bought product and sold product. I need the funds to keep my cash flow going. 
  

  Stax should provide me with a direct phone line and email to the decision maker that is withholding all of my funds. Stax knows what is being done to me is illegal on thier part and Fiservs for not communicating with me. I am going to have no other choice than to file criminal charges if no one is communicating with. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/12/2024

  Below is the timing and efforts being executed to work towards a solution over the past 2 weeks. We completely understand the frustration and are doing everything within our ability to get Fiserv to expedite this request, and communicating updates daily. 

  ------------

  10/30 Ticket was created for assistance with suspended batches, inquiry submitted to ******
  11/1 analyst confirmed funds are held due to trending volume. Docs were submitted directly to FD and they are reviewing all details. Merchant notified
  11/4 Stax asked analyst for an updated.
  11/5 Funds have been released. However, ****** analyst is requesting a call be set up between them and the merchant. Stax sent merchant the link to set up the call and asked to confirm when that call has been scheduled.
  11/6 Merchant confirmed they spoke with the analyst *** at ******. Per the merchant's email they do not feel this was resolved as they only received a portion of the funds. **** reopened the closed inquiry for more details as to what was discussed on the call and asked when the funds will be released. Stax replied to the merchant email as well.
  11/6 Fiserv confirmed all funds to date have been released at this time however there is still a funding hold on the account until the review is complete.
  11/7 Merchant requested an update, Stax replied all on email thread asking for an update as well for visibility.
  11/8 Stax requested this be expedited with Fiserv
  11/12 Stax emailed the analyst again requesting further expedition, Merchant is on the email thread

• Initial Complaint

  Date:09/26/2024

  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.

  On Sept 26 I received an email from **** saying they were increasing my monthly service fee. They did this without giving me 30 days notice before my next payment was due. In addition they said I was required to give them 30 days to cancel service so I told them to consider this my 30 day notice and Oct 26th would be my last day. I got another email saying they cut my service off just a few hours later. They did not wait the 30 days so I do not have service for my business!!

  Business Response

  Date: 09/27/2024

  The email sent on 9/26 regarding the subscription increase stated that the increase is effective on your next billing cycle. Additionally, the support team offered to review the account to determine if there were any alternative cost measure or if we could assist with questions regarding the increase. As for closure of the account, we have since confirmed the account to be open with a closure date of 10/26.

• Initial Complaint

  Date:09/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 75 years old and have been fighting a battle with Stax and their banking affiliate, Global Payments Direct of *******, ******* for many months. Global Payments Direct is an ISO of ***** *********** *******, ********** and BMO ****** Bank headquartered in ******. My Company, Budget Hearing Aid Centers, ***** used Stax to process our patient charges. During September of 2023, as 100% owner of the Company I lost my Iphone. I was concerned as my banking information was listed under the contacts. I immediately canceled the bank account and established a like account to continue on with. I tried to explain what ha happened to Stax and to their banking affiliate, Global Payments Direct located in *******, *******, but neither would listen to me and they froze all account activity and ********************** to my Company. On September 28, 2023, in part due to this, I closed the practice permanently. Stax never refunded the frozen amount of money they owned my practice and now since the business is closed it is owned to me personally. Stax and Global Payments Direct have been stonewalling me on paying what is owed me even though they agree that it is payable. I have given them proof of the amount of charges made per their own statement, the amount paid up the account was frozen and the amount still owing. I have also agreed that they are due their percentage fee on the business that has been frozen for a year. But in fact they want two months payment which is for August business that they have already been paid. After they deduct their percentage against the amount that was frozen the amount owing me is $1,932.22. I have provided documentation from the State of Minnesota that I owned the Company and that it was closed. These two ***** Companies are just trying to take an advantage of an old man.

  Business Response

  Date: 09/09/2024

  Hi ****, thank you for sharing your concerns. I do see the prolonged back and forth we have been having with the processing bank and the difficulty they are seemingly having in getting this resolved. We are sorry this was not quick to resolve though want to note the ticket is still open on our end so we are continuing to monitor and work to find a solution on your behalf.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22254888
  
  I am rejecting this response because:  This has been going on for a year.  The solution is paying me the money that your company froze in my previous company's bank account.  As the company closed almost a year ago it has to be sent to me directly as I was the owner of the business.  This is not a an insurmountable amount money considering it is under $2,000.00.  I just hope that other businesses and consumers see what your company and it's large banks are doing taking advantage of a senior citizen.  You people should absolutely be ashamed of yourselves as there is no excuse for your actions.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/16/2024

  We are still attempting to advocate for the merchant but the decision and any fee remittance is handled by the processing bank, not Stax. There is an open ticket and communication is being handled there. A manager reached out to explain the breakdown of fees, a document was submitted to TSYS (the processing bank), and we are waiting on TSYSs response. 

• Initial Complaint

  Date:08/06/2024

  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.

  We signed up for service from Stax Payments for over a year. Service has not worked well as we were pitched by the salesman and we continue to be monthly charged way higher than initially communicated. We reached out to **** several times over the years to educate/explain the charges to us. The responses were minimum with not enough details to understand. We responded to these by asking for charge breakdowns but were never provided. ************* - during signup, we had mentioned that we already are using ****** services and have bought their device. Stax salesmen eventually offered ****** device and other benefits at no additional cost to us if we signup before end of the evening. We did. We later asked for it several times but the offer was never honored. The stax terminal we received - we asked ***** to have our staff trained. Never happened. Thus, the terminal has not been used for whole time that we are paying customer of Stax for service to use terminal to process credit card transactions. We are paid customer of Stax since 2022. Number of transactions conducted using terminal in 2023 and 2024 is 0 (none). # of transactions online: Less than 100 since 2022. We reached out to our account contact at Stax - ********************************* and ******************* again multiple times this year because we want to implement all features of our account with Stax. Most of these, we did not receive response or follow through. We notified them to cancel our account in June. We followed up with them again in July to which we did not get response.Due to no action, We notified Stax general email on July 18, 2024 of the inaction by **** on our request and reiterated to close our account. July 19 - Stax responded. Said that we have to wait another 30 days to close the account. We responded that we have notified Stax several times before and thus 30 day period has already past due. Stax barely responds, our account is still open and charging us including another 30 day charge.

  Business Response

  Date: 08/07/2024

  We are sorry to hear this has been your experience with Stax and that you felt you could not return the products you didn't need sooner. We are also sorry that you were emailing directly with individuals no longer on our team rather than reaching our support team who would have been best to assist. We have alerted our IT teams to confirm the auto-responses for these individuals to help prevent similar issues in the future.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22101854
  
  I am rejecting this response because: Requesting our account to be closed as of initial notification to Stax in June counting as 30-day notice period. Our communication with other departments of Stax of closure on July 18th did not result in closure. We communicated several times until ****** 6, 2024 with no confirmation of account closure. It should not take long to close account, most companies have button on webpage to close accounts. It took multi-week with account closure so filed complaint with BBB on making it hard to impossible to close account. Staff keeps delaying it to keep account open, charge additional month of service, etc.. We notified Stax in June, therefore, account can be considered closed in July due to 30 day notice from June. Please do so as that and ensure there are no charged since then. None for ****** eventhough ****** has started. 
   
  Sincerely,
  
  *******************

  Business Response

  Date: 08/08/2024

  The account closure was requested to Support on July 18th and confirmed on July 25th. We understand you reached out to a team member no longer with us in June, so we will honor that timeframe for the 30 days notice rather than July. We have submitted the request to the processing bank to adjust the closure time frame back to July 1. However, if you receive any fees from the processing bank for August, please reach out to support to have those refunded. 

  Customer Answer

  Date: 08/23/2024

  Hi Stax,

  Thank you for the response. However, Stax does not have any page that lists monthly charges to user once the user logins. This is a must feature for an advanced payment plateform to have a page that lists monthly charges for the user to review. I have bought this up with Stax team last year and was informed that there is no such page and that there is no plan to add it as a feature. Due to lack of this, I cannot monitor and confirm that there won't be addiional charges. You please ensure and make sure there are not any more charges. Again, there is no page or tool at Stax that user can use to find out monthly charges for current and/or previous months. 

  Regarding closing the account, I have not received any details on what to do with the equipment. Stax has not provided any details on it and also have not provided return shipping label. The stax terminal is unused due to lack of training to staff by ****. If this needs to be returned, please send return label and details. 

  Thank you. 

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

  Customer Answer

  Date: 08/26/2024

  Hi Stax,

  Thank you for the response. However, Stax does not have any page that lists monthly charges to user once the user logins. This is a must feature for an advanced payment plateform to have a page that lists monthly charges for the user to review. I have bought this up with Stax team last year and was informed that there is no such page and that there is no plan to add it as a feature. Due to lack of this, I cannot monitor and confirm that there won't be addiional charges. You please ensure and make sure there are not any more charges. Again, there is no page or tool at Stax that user can use to find out monthly charges for current and/or previous months. 

  Regarding closing the account, I have not received any details on what to do with the equipment. Stax has not provided any details on it and also have not provided return shipping label. The stax terminal is unused due to lack of training to staff by ****. If this needs to be returned, please send return label and details. 

  Thank you. 

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

  Business Response

  Date: 08/26/2024

  We appreciate your feedback and will share this with our product team. We do not need the terminal returned back to us so did not send a return label. We did send an email confirming the account was closed. If you need anything additional please submit a ticket to ********************************** for the team to assist further.  

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22101854
  
  I am rejecting this response because: I have not received mentioned email that confirms account closed. We checked and confirm that no such email is in the spam folder. Only email from Stax we have received are weekly emails that details Weekly Transaction Summary. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/05/2024

  Hi ****, please find attached the email that was sent on August 6th confirming closure. It has been forwarded to ******************* again as well. 

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22101854
  
  I am rejecting this response because: I had responded to that email "Hi, thank you for the email. We want to verify charges by Stax to us, can you please provide charge history to our account or show where we can view it online?"  and emailed again after a week of no response with "Stax, any update on my last email?". No responses to either. 

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

• Initial Complaint

  Date:07/25/2024

  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.

  Back in march when we changed time as a resultof daylight savings, my terminal decided to double batch when we closed out for the day. My manager informed me immediately and I got on the phone with Stax customer support, we followed their instructions as they walked us through the process of updating the date and time. We tested the devicewhile still on the call, a that point we confirmed the issue was resolved.Shortly after that, I received my weekly email indicatingthat my deposits were ready for review. I am an absentee owner and do not check my bank account too often, I have other matters to attend to. by early June I notice that **** has not been depositing any money into my account, but they have been charging their monthly fees. So I called them up and try to figure out what is happening. they informed me that their partner bank has been trying to deposit the funds but it come back as unable to deposit due to "high limit", they go on to explain that the terminal hour is not synced and that it is causing the problem. I immediately look into it and in fact it was off by 12 hours. This means that for over a month and a half, i have not been getting any of the deposits that my customers have been paying. **** proposed a manual rekey, but it would cause a lot of chargebacks because the customers would not recognize the charges since it would be done as a new charge. At this point Stax had not deposited a total of $74,606 dollars. I said ok, but **** did not seem to care, they took their sweet time saying they would call me back or email, nothing ever came. They open tickets and close them on their own, with no resolution. This company has no ethics. When I ask to speak to a supervisor, I am told they are all in a meeting. It has been over 2 months and I have only been able to recover 26K and this is only because I called the processing bank directly, now the bank is directing me back to ****. I don't know who to speak to now.

  Business Response

  Date: 07/26/2024

  Thank you for your valuable feedback. We are sorry to hear this was your experience and understand the frustration this has caused.  We have recently made adjustments to our Support processes in order to improve our level of service and hope that in any future dealings with our team will be an improvement. If you would like to discuss this further with a manager please submit a new ticket to ********************************** and we will find a convenient time to connect. 

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22044431
  
  I am rejecting this response because: that email is the general email for any and all complaints, it will not go to a manager, why don't you reach out to me with a manager on the line.. and have a working solution. Let's get it done. 

  My phone number is ************ 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/30/2024

  A service request was submitted to the processing bank and a rekey was completed by them on 6/17. An additional rekey request was submitted on 7/25 and being reviewed by the bank still. Unfortunately Stax does not have the ability to process these on your behalf so do need to work with the processing bank to do so, which we appreciate you doing thus far. We will give you a call today to discuss these updates and understand any additional concerns. 

• Initial Complaint

  Date:07/09/2024

  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.

  Fattmerchant/Stax has been fraudulently taking money monthly from my business checking account for over 3 years. I never signed up for their services or agreed to have my account debited. I filed an application on 3/1/2021, but ultimately decided it was too expensive for my needs and gave them final notice on 3/17/21 that they were not a fit for my business. They claim to have a signed agreement with my digital signature that I have never seen & never agreed to. It was "signed" on 3/1/21 late in the evening - I did not even have pricing info at this time as I had only just initiated contact with them. I have never received any additional information, tax forms, statements, POS devices, communications, letters, anything from them. The amounts withdrawn monthly from my account vary from $54.99 - $242.97. None of these amounts were provided when I began the initial conversations in 2021 to evaluate their credit card processing services as a fit for my business. They also claim I have a POS device - I do not and have never received any equipment from them. My transaction history with them is zero every month since March 2021 because I did not agree to use their services and have never processed a single payment through them. I have gone to their offices in ******* and was directed to their legal department. A demand letter has been send from my attorney on 6/28/24. We have not received any response or follow up communication. The digital signature audit trail only refers to signatures on an application and there are no incidences of signatures on an agreement. I am demanding a return of $4,129.22 for the fraudulent charges deducted from my bank account without my permission from 6/8/21 through 5/7/24. ****'s customer support manager claims to have canceled the account on 7/21/24, but I continue to receive outstanding balance notices through ************* I never agreed to this & had zero idea I was being charged until a recent audit caught the mystery charges.

  Business Response

  Date: 07/09/2024

  We are sorry to hear this has been your experience with Stax. We have confirmed that our legal team has received your letter and reviewed the details of your account with internal teams late last week. Once legal has been engaged communication is handled directly through them. 

• Initial Complaint

  Date:06/10/2024

  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 Stax in October 2023. I understood there would be a $15000 reserve on my account. I was told I would receive it back after six months and that it was in case of chargebacks. I rarely have any chargebacks and agreed. Fast forward to May 2024 - I requested my reserve to be released. $15000 is a lot of money for a small business owner to have tied up in a payment processor (Ive NEVER had to do this with any other processor). I was told no and they would re review in six more months. I was given no explanation and no report of this supposed review. I dont even know if it was reviewed. There is no reason to keep the money withheld. Because if this I asked to close my account and get the reserve. Like I said, I have another payment processor that does NOT do this. I was told I have to wait six more months after my account is closed to have another REVIEW to decide whether or not Ill get my $15000 back. They are withholding my money on the premise of what if theres a chargeback even though my chargebacks are minimal. Im given zero responses about these reviews and no answers about the so-called review that did take place, IF it took place. If youre a business owner, know that you will give them a reserve to hold and it is at their mercy IF you get it back. Try Clover, Elavon or Stripe. None of these companies will take your money for an indefinite amount of time.

  Business Response

  Date: 06/10/2024

  Thank you for notifying us of your concerns in regards to the risk hold on your account. We are researching the issue internally to see if we can provide additional information regarding the release, as well as looking at the communications that have transpired previously in regards to the reserve, and will follow-up within the next 48 hours. 

  Business Response

  Date: 06/12/2024

  Our risk team has been working with the merchant and the processing bank to facilitate investigation on the *** Lien placed earlier this year on the account, as well as to check if the account was up for review as recently as June 4. At that time, the periodic review department with the processing bank shared that the minimum holding period of the reserve after the last transaction is run on the account is 6 months. The account is not eligible for re-review until after that 6 month window. 

  The reserve is held with the processing bank, not Stax, and the terms on it stipulated by them in the initial agreements. We are happy to facilitate conversations but are not the managers of the reserve. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21825858
  
  I am rejecting this response because:

  They followed up exactly 48 hours later telliing to read a portion of their pages long disclaimer and it stating that they will hold the reserve for no less than 180 days from termination of the account. After the 180 days, they will still hold it untill all warranties of products, etc are satisfied. This does not explain why I was not given a copy of the supposed review that took place BEFORE I requested for my account to be closed. This also shows to other business owners to BEWARE that STAX will WITHHOLD YOUR MONEY for however long they seem fit. They took my $15000 even when my contracts state the monies are non-refundable and have had ZERO chargebacks. I'm very unsatisfied with this half a** attempt to reach out to satisfy their 48 hour response time.

  
  Sincerely,
  
  Advanced Building Systems

  Business Response

  Date: 06/13/2024

  As stated, the reserve is held with the processing bank and not Stax. The agreement and terms are stipulated by the processing bank and **** unfortunately does not have any control over them. We appreciate that the terms may be difficult for a small business and are happy to provide any additional contacts or resources for the bank if helpful to you. 

• Initial Complaint

  Date:06/01/2024

  Type:Order 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.

  This business has violated our original agreement for the montly fee. Additionally tacked on charges that were never revealed to us. chargeback service fee ***** Performance analytics fee $49.99 Since creation of account they have collected ******* for perfomance Analytics fee and $611.66 for Chargeback fee;Additionally our membership agreement reflects $149 per month membership fee additional to the interchange charged. However they have raised this as of November 2023 to $299 and collected so far an additional $1350. To add insult to injury they want to even raise it more to $399 per month. We are asking for a refund $3661.32 and restoring original contract terms to $149.

  Business Response

  Date: 06/04/2024

  Your account exceeded the approved annual volume it was underwritten for which triggered subscription increases, reviewed every 6 months. There are increased costs for interchange from the processing banks that are adjusted quarterly, though Stax does it's best to only pass these on to merchants when warranted, typically far less frequently than the quarterly changes. Communication was sent via email notifying of the increase to your monthly subscription amount and a team member has reached out to discuss the $399 fee. 

  Separately, we will opt you out of the Performance Analytics Fee as it sounds as though that additional reporting is not of value to you. 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21788989
  
  I am rejecting this response because:

  Dear [Recipient Name],
  I hope this letter finds you well. I am writing to address some concerns regarding my credit card processing account with Stax. As a valued customer, I entered into a contract with Stax with clear expectations and obligations outlined. However, I have encountered several discrepancies that need urgent attention.
  Firstly, there has been a significant increase in my monthly fees from the agreed-upon amount of $149 to an exorbitant $399. This sudden surge in charges is both unexpected and unjustifiable. Moreover, despite repeated requests, I have not received a detailed statement elucidating the breakdown of these increased fees. Transparency and clarity regarding the charges incurred are essential for maintaining a healthy business relationship.
  Upon recent discussions with *****************************, she provided an invoice revealing additional fees that were never disclosed to me at the inception of our agreement. These undisclosed fees, such as the "chargeback service fee" of $17.99 and the "performance analytics fee" of $49.99, were charged without my consent or prior knowledge. This lack of transparency is not only unethical but also violates the terms of our contract.
  According to the provided invoice, **** has collected a total of $2311.32 in fees that were neither agreed upon nor disclosed to me. Such actions are unacceptable and warrant immediate resolution. Therefore, I kindly request the following remedial actions:
  Restore my monthly fee to the originally agreed-upon amount of $149.
  Provide a detailed breakdown of all charges incurred, including the newly disclosed fees.
  Refund the total amount of $2311.32, which was collected unlawfully.
  Cease charging me for the unauthorized fees, including the "chargeback service fee" and "performance analytics fee," with immediate effect.
  I trust that you will address these concerns promptly and take the necessary steps to rectify the situation. Failure to do so will result in legal action. I look forward to a swift resolution and the continuation of our mutually beneficial business relationship.
  
  Sincerely,
  
  ***********

  Business Response

  Date: 06/05/2024

  We have provided a copy of the original signed contract as well as the prior notifications that were shared in regards to the subscription increase relative to the processing volume increase. The chargeback fee is noted on the initial application signed by the merchant, and the Performance Analytics Fee notification was statement messaged for merchant notification of the charge 30 days prior to billing. The merchant has requested to close their account and that closure is in process.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21788989
  
  I am rejecting this response because:

   

  To whom it may concern;

   

  Our intention was not to stop doing business with your company, rather to adjust your preposterous fees that is being implemented on my account without any justification;

   

  Please justify how you price your monthly fee? ;

   

  According to your previous message; You claim my business grew, thus you have to charge more, however your sales person when I initially signed up did not mention this and made promise that my membership will only be $149..

   

  To move this further, i would agree to a rate increase only if it is exponential to the increase mentioned, For example 

  Per your explanation;
  
  1.9 million at $149 per month  that is ***** for every dollar of membership i am paying;;
  at the ********* = ****** should be the membership amount. 

   

  You have also collected with no notice Chargeback and Statement Fees, which are not discussed in original contract and your salesmans provided sample statement does not show as well. You claim you notified us, however we have no communication in this field. You are welcome to prove it. 

   

  We will not pursuade aggresively collected fees if we come to the agreement that follows;

   

  $205 membership fee;

  No chargeback fee 17.99

  No Performance Reporting 49.99

   

   

   

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

  Business Response

  Date: 06/10/2024

  The chargeback fee is noted on the initial application signed by the merchant, and the Performance Analytics Fee notification was statement messaged for merchant notification of the charge 30 days prior to billing. The Performance Analytics Fee has also been removed from future billing per the merchant's request. 

  Membership fees (monthly service fees) are based on processing volume and should be discussed directly with the Sales team member who has already reached out to the merchant. We will have that Sales team member reach back out to continue the discussion. 

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21788989
  
  Hello;

   

  I have not received communication from your sales team. Does your answer imply you will be accepting my proposal and adjust my account? 
  
  Sincerely,
  
  ***********

  Business Response

  Date: 06/13/2024

  On June 4th the following email was sent to address the basis points. The rate your account is currently at has been reviewed by Management and the correct rate based on your processing volume. All notifications of increases were provided via email. 

  I'm sorry we weren't able to come to an agreement. I'm still very confident that 25 basis points is a great rate and you are not locked into any kind of contract. 

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21788989
  
  I am rejecting this response because:

   

  on 6/10/2024

   

  The chargeback fee is noted on the initial application signed by the merchant, and the Performance Analytics Fee notification was statement messaged for merchant notification of the charge 30 days prior to billing. The Performance Analytics Fee has also been removed from future billing per the merchant's request. 
  Membership fees (monthly service fees) are based on processing volume and should be discussed directly with the Sales team member who has already reached out to the merchant. We will have that Sales team member reach back out to continue the discussion. 

   

   

  Your reply today states someone reached out 6/04/2024 which is PRIOR to 6/10 where I informed them their $399 per month offer was not acceptable. 

   

  I would urge you to read my emails, carefully ! and prepare careful responses. If we can not come up to a deal, I will pursuade arbitration thru *** based on the contract terms and if we still cant come up to an agreement *** you for damages. 

  This will only benefit attorneys, so my recommendation is to properly price my account. 

  EXPLAIN how you price structure?

  These things will certainly come up with anything we do. 

   

   

   

  . Place of Arbitration. The place of arbitration shall be in *******, *******, and each of the Parties waives any objection it may
  now or hereafter have to venue or to convenience of forum, agrees that all claims in respect of any such legal proceeding will
  be heard and determined by one arbitrator and pursuant to the *** Rules, and agrees not to bring any legal proceeding arising
  out of or relating to this Agreement in any court or before any other arbitral body. Jurisdictional and arbitrability disputes,
  including disputes over the formation, existence, validity, interpretation, or scope of this Agreement, or regarding the identity
  of the proper Parties, will be submitted to and ruled on by the arbitrator. The arbitrator has the authority to determine jurisdiction
  and arbitrability is***s as a preliminary matter. The arbitrator will be bound by the provisions of this Agreement and base the
  award on applicable law and judicial precedent. Upon rendering a decision, the arbitrator will state in writing the basis for the
  decision, including the findings of fact and conclusions of law upon which the decision is based.

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

• Initial Complaint

  Date:05/27/2024

  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.

  Stax was introduced to us as a credit card company that has zero contract and was advertised heavily as a company that can be discontinued at any time without any type of consequences financially, or having to wait till the service is officially cancelled. In order to establish the means to have card transactions for the business, but having had limited time to research for the options that are out there, we decided to use Stax. We immediately noticed that we had no way to communicate with them, for any type of customer services. We noticed that transactions that were charged to my customer using their credit card terminals would often not actually have transacted and would report to us as if it was posted, and all other problems that I would have never thought a legit credit card terminal company would have as a problem, as it is an incredibly big offense, and they never called back and the request dates back to November. We decided to move on to a different company, and left a voicemail to their "operator" who never bothered to call back for more than five months, and when I took a day off as a surgeon just so that we get a hold of someone, I called every fifteen minutes and demanded that they call back that day, and they said that we will be terminating the relationship and they will not charge us any more. The date was May 6th, and I am furious to find out after five months of purely trying to tell them repeatedly that we do not want to use them again, as we have already begun using another card terminal, they still went ahead and charged and auto debited the $363.00, which they had no grounds to debit. We are busy surgeon's office, and we rarely check what is being debited, but we quickly noticed that the card transactions did not reflect what was shown on the receipt given to the patient as well as the practice, and also noticed that they charge fees that were never ever discussed, and they never called back. What they are doing is pure fraud.

  Business Response

  Date: 05/28/2024

  We understand how frustrating it is to not receive timely responses and are sorry that was your experience with Stax. We have recently updated our communication channels to allow for more direct lines to our Support teams in order to address this particular feedback and thus allow for faster response times to our merchants.

  In regards to your refund, per your merchant agreement with us, which we are happy to provide a copy of if needed, you are able to cancel at any time given 30 days written notice. The 30 day notice was also referenced in the response back to you on May 6th, 2024 when we received the closure request.

• Initial Complaint

  Date:05/06/2024

  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.

  Stax lied about all of their fees and services. I signed up for $49/month for ACH, no questions asked, and then they proceeded to charge me an additional ~$40/month. They record their sales rep calls so they certainly have it on record that their salesperson told me "We do not use any other providers, no charge any additional fees beyond the $49/month for our services -- I can personally guarantee that you will not have undisclosed fees". Low and behold, I received the attached invoice from a "partner company" that I never signed an agreement with. This means stax additionally directly handed them my contact and payment information WITHOUT MY CONSENT.Additionally:- customer service is slow to respond -- no help line; you MUST call in to talk to a "support ticket specialist" who can submit a ticket for them to email you back 3 days to one 1 week later. And that is the pace they will keep up at afterwards, tending towards 1 week. - email support is standoffish -- when I addressed the additional undisclosed fees, they literally told me "I don't have control over whether or not the sales rep told you about the fees. if you don't like it you can cancel the account"I expect: 1. Stax to reimburse the fees of this 3rd party immediately, and moving forward.or 2. a full reimbursement of the monies I've been charged (at this point $100 for stax services, and an additional ~$80 for the additional 3rd party processor), and a month to transition our books to another provider.

  Business Response

  Date: 05/21/2024

  We are sorry to hear that you did not find pricing for your ACH account to be transparent. We have escalated this matter internally to our Sales Manager and you can expect a member of our team to reach out to you within the next business day to discuss further. Additionally, we have just this week adjusted our call handling procedures to help merchants be able to reach a member of our team faster and thus get to a resolution sooner. We appreciate you taking the time to provide this feedback and we look forward to connecting with you directly.