Complaints
Customer Complaints Summary
- 78 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/30/2022
Type:Customer Service IssuesStatus: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 have contacted Stax about 10 times over the last few weeks and each time I get an operator who tell me that someone will get back with me to help me and call me! No one has ever called me. I am just starting out with Stax and I have never had such bad customer support as I do with them. I have fees that I do not understand. Duplicate charges that are happening and duplicate refunds. I need support and have never written a BBB report until now.Business Response
Date: 01/11/2023
Business Response /* (1000, 5, 2022/12/05) */ ******** It looks like you were in contact with Priscila from my support team on Sunday evening. I asked her to call you today to follow up.Initial Complaint
Date:11/20/2022
Type:Billing IssuesStatus: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 is a payment processing system. After I was approved and sent three processing systems, one of which I had to purchase, I placed a charge for almost $4000 on October 23, 2022. They processed the charge on October 24, 2022 but have not deposited the money into our account. The money has been charged to my customers***** card, and Stax has retained the money. I have tried to reach them several times by phone and email to reconcile this problem. Surprisingly and unprofessionally, the customer service people have been briefly rude or now completely unresponsive, even after they have processed the payment and kept the money. Oddly enough, even the super friendly rep who set up my account has not responded since our first conversation regarding this transaction. Three days ago I scheduled a call at 4:30 with a Stax operator. A customer service rep was supposed to call me at that time to discuss the situation. They never contacted me. It makes me wonder if Stax is a scam. I would really like to get this money into my account as it's already almost a month later. Sincerely,**************Business Response
Date: 01/05/2023
Business Response /* (1000, 5, 2022/11/22) */ The funds are being released to you so you should see them in 24-48 hours I also issued a refund for $29 for your membership and $50 for the card reader. Consumer Response /* (3000, 7, 2022/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive the customer payment into my account today. However, in the above response from STAX, they mentioned that they were refunding " a refund for $29 for your membership and $50 for the card reader." I have not received these refunds and in addition I have also been charged $113, for which there is no explanation. I would like this money Returned as well as the two funds mentioned above by STAX. Business Response /* (4000, 9, 2022/11/29) */ We have submitted refunds for $113 and $79 Those should be in your account today or tomorrowInitial Complaint
Date:11/03/2022
Type:Billing IssuesStatus: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.
Well for starters I had just got started with Stax about 3 weeks ago and I was very excited about the partnership. I recently received an email from Matthew in the Risk Department letting me know that a debit for 37 cents was recently rejected from my bank and that my payments would be on pause because of it. I found that quite the start to my day considering 3 hours later I discovered that a $99 payment for my monthly fee was taken out just fine. I called my bank and they let me know that they did not see any declined debits for 37 cents so I was thinking this was all just a huge mistake. By the way while checking my account I see that there were 2 recent charges for 37 cents... anyways Matthew told me he needed 2 recent bank statements and the OK to charge the 37 cents after review of statements to unlock account. So I did just that. Well today I got an email saying they were terminating the relationship with me. Again I am SHOCKED. I spoke to Matthew in risk about 2 min ago and this guy has to be the most power hungry "let me get my point across first before the customer" person I have ever met. This is his personality yesterday and it was the same today. As soon as you are making a good point he raises his voice to try to assert his "telework dominance" over you and threatens to hang up because he could care less about your side of events lol. Nonetheless he said my account was closed because of the age, business type (it's a clothing store for gods sake) and also closed based on our conversation yesterday.... Huh? He said it was weird that I never set up online banking LOL sir that is not a requirement when u went into an agreement with you guys. As long as I have a business checking account who cares if my online banking is activated LOL. Anyways I would like my $99 fee refunded immediately and would like someone else from risk to call me because I feel like this guy is singling me out. Never knew you could get terminated over 37 cents lol I'm appalled!Business Response
Date: 11/28/2022
Business Response /* (1000, 5, 2022/11/04) */ *******, I am sorry about your interaction with Matt. I will have the support team refund the charges.Initial Complaint
Date:11/01/2022
Type:Customer Service IssuesStatus: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 had an account with them for 2 years and one say they sent me an email saying my chargeback rate is higher than 5% of my account which is easy to happen since i sell computer systems which one purchase can be high transaction size also i am a target for scammer. So they kept my account on hold for weeks Holding almost $6000 and then sent me an email saying they terminated my account for unknown reason and didn't even try to respond to my emails after and will hold the 6k for 180 days 250 days passed and my money was never returned. And i called them 10 times with no response. Everytime the customer service say we wil deliver the message to the specialized department since they have no direct phone number and No response. Sent emails and no response. They robbed me in $6000. And it doesn't seem like i will see this money again. I am taking them to court if I don't hear from them in the next weekBusiness Response
Date: 11/23/2022
Business Response /* (1000, 5, 2022/11/04) */ Funds are being held by the processing bank FIS We reached out to FIS to attempt to have them release funds. We have pt in multiple requests and are waiting for them o review/respondInitial Complaint
Date:10/20/2022
Type:Product IssuesStatus: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.
So I got stax on October 8th 2022 on the 9th I had my first transaction from my customers credit card for 4055.00 and stax decided it was to risky to deposit it in my business account so I told them to refund my customer they proceeded to tell me I had to pay my customer back the money in order for them to refund the money makes no sense they currently are still refusing to lift the hold its now the 20th my customer liked my services and has done a bank to bank transfer as well as hire me for two more weeks of service on his home for a total of 12000 dollars I can't believe it is legal for stax to just keep his money I should not have to pay the customer for them to refund him it's a joke that all could have been avoided if they just did there job and processed the payment in the first place to end my account with them due to risk is Ridiculous when they won't even give my customer back his money I feel like they are theirs they hung up on me after hrs on hold and refused to remedy this in any way my poor customer and I should not be suffering due to staxs incompetence just a horrible company I will leave a review every whare I can to warn people about their business and how they like to just k see keep people's money I mean really just refund the credit card used and give my customer back his money already joke of a business horrible companyBusiness Response
Date: 11/14/2022
Business Response /* (1000, 5, 2022/10/21) */ We have issued the refund to your customer. Consumer Response /* (3000, 7, 2022/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) My customer has not received his money back I know they can return it to him and would like that done immediately Business Response /* (4000, 9, 2022/10/24) */ I apologize for the miscommunication. The funds were released to you. You should see the deposit in your bank tomorrow. Consumer Response /* (4200, 11, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) If they get deposited I will inform my customer Business Response /* (4000, 14, 2022/10/27) */ We released the funds back to ****. He will need to refund his customer Consumer Response /* (2000, 16, 2022/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:09/22/2022
Type:Billing IssuesStatus: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 a small business out of Colorado. I switched credit card payment processors from Stripe to Stax on August 23rd of this year. For the month of September, Stax has held 7 payments from 6 different clients of mine totaling $5,460, severely hindering my ability to do business. All clients are current and have authorized the payments I processed on Stax' online portal. The card companies approved all transactions and all payments cleared, yet no funds have been released to me. One payment goes back as far as 09/02/2022. For 3 weeks, Stax has not deposited these 7 payments and tells me their risk department is holding the funds, but they won't tell me why. Furthermore, they never even communicated with me that they were holding these funds; I noticed the deposit amounts they showed made to me did not match up with my actual bank deposits. I've repeatedly asked multiple representatives at their company to release my funds, deposit my payments and resolve this, but to no avail. I missed payroll last week as a result of not having these funds, and they won't release any new payments I process so I am dead in the water. I need immediate help, please!Business Response
Date: 10/25/2022
Business Response /* (1000, 5, 2022/09/23) */ Unfortunately we are still waiting for ****** (Processing bank) to review the documents. I escalated to their manager and told them we need a response today. Consumer Response /* (3000, 7, 2022/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received an email this morning that the sponsor bank, ******, are concerned about risk that comes along with my recurring transactions and that they've decided to hold funds pending additional investigation. Well, I've given my 30 day notice to Stax and will not be processing any more payments, and since I will no longer be a merchant with Stax there is zero reason why they or ****** needs to hold my money in reserve. I'm asking those funds be released immediately and I'm fine if they want to delete my account same day. I want and need my funds ASAP, and I'm done doing business with Stax. Business Response /* (4000, 9, 2022/09/27) */ ****** is continuing to hold the funds, but I am working with Management to try to get them released sooner.Initial Complaint
Date:09/13/2022
Type:Product IssuesStatus: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 for my construction company. My first transaction was between my construction company and another partnership I am involved in which my construction company provided services to. I used my credit card to pay my construction company. Apparently this is not allowed and can be considered a 'cash advance'. Ok fine, I did not know that. Stax not only made me feel like I had done something criminal, but they proceeded to close my account and steal $726 out of my bank account before closing the account. I am working with the bank on being refunded, however Stax trying to steal peoples money needs to be reported on all platforms.Business Response
Date: 10/18/2022
Business Response /* (1000, 5, 2022/09/15) */ We have submitted a refund request for the $724 that were the fees from his transaction that he refunded. We are doing a courtesy refund at our expense because these fees are not refunded to us since they were collected by the card brands for the transaction that the merchant processed. We are simply refunding these fees as a courtesy.Initial Complaint
Date:08/23/2022
Type:Billing IssuesStatus: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.
The company Stax has processed over 9100.00 of credit car transactions since August 11 th and I e not received a penny of it. I've tried calling them several times to no avail. They just ignore me. I never had any problems with my previous merchant card Processer. We went with them to get the clover system. ****** should be careful about who represents them. I'm definitely going back to square!! There customer service is horrible and basically they've stolen my money.Business Response
Date: 09/13/2022
Business Response /* (1000, 5, 2022/08/23) */ Funds were held and reviewed by the processing bank******* (who actually owns*******). Our team has reached out via email to notify the merchant that funds were released by the bank and we provided an itemized list of deposits along with Trace IDs so the bank could track themInitial Complaint
Date:08/02/2022
Type:Service or Repair IssuesStatus: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 did not program our credit card machines properly when we hired them on June 24, 2022. None of our deposit were matching our batch slips. After several calls and speaking to different employees I learned that the machines were not properly programmed and there were several transactions we were not credited for. We have just under $8,000.00 of credit card charges that were not properly run. I was sent a form to sign yesterday that states Stax is not responsible for any money we do not recover and they are not at fault and we will not take legal action against them. They want to re-enter the credit card charges but want the document signed before they do so. Attached is the document sent with their stipulations.Business Response
Date: 09/01/2022
Business Response /* (1000, 5, 2022/08/04) */ We reprocessed all of the transactions on Wed. 8/3 and the deposits should hit the account on 8/5. We worked with the front desk to provide them with talk tracks and documentation for customers. We also told the front desk that if there are any chargebacks we will waive those fees. Given the nature of the business, we would not expect any disputes or transactions that are not funded.Initial Complaint
Date:07/27/2022
Type:Product IssuesStatus: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 canceled Stax due to it not working. We had multiple clients just not be able to pay and it was malfunctioning. To cancel, you have to call and then fill out a form after. Completed both. We got charged two times following the last payment we were supposed to make. I called and they said they were refunding us and that they would be sending us a return label and information on how to send our card reader back- fast forward to July we haven't received anything except a $499 charge to our account for a card reader that costs about $50 realistically. Spoke with support today and searched the email the label was supposed to come from, nothing. She says it will take 46-72 hours to send us a new label for return. My main issue here is one, I should of gotten the label in the first place. Two, it shouldn't take 48-72 hours to get a return label via email. I would of preferred I got it while still on the phone with support so that there was zero room for error. Three, I now have to wait not only for the card machine to be returned, but you guys supposedly only do returns "once a month" so if you receive the reader after the return, I'll have to wait an additional month for my refund. That is not ok. The system needs updating and I should of never been charged for your companies mistake.Business Response
Date: 08/23/2022
Business Response /* (1000, 5, 2022/07/28) */ I see that you spoke to us this morning and have the return label. I went ahead and submitted a refund for $499 for the equipment and I am assuming that you are sending it back. The refund has already been submitted. I also submitted an additional refund for $99 for an extra month that you were charged. Your total refund will be $598
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