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Business Profile

Credit Card Merchant Services

Stax Payments
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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 Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/27/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Our company has been with Payment Depot for several years now, I started to take notice on my invoice from them that since February 2022 - Present( 4 months) that my monthly membership fee went from $20.00 per month to $80.00 per month. I reached out to Payment Depot via phone on 5/13 about this matter and the rep had stated for me to call Stax Payments due to they have joined up with them. I have never received any notice about either a company change nor a rate increase. I immediately phone called Stax on 5/13 and spoke to a rep that stated they would express my concerns with a customer care manager that would call me back same day. I never received a call or email back from anyone , so I put a second call into the company on 5/17. Again the rep had said they have my request and a manager will get back in touch with me same day. I waited until 5/22 and I typed up a bad consumer issue report about my dealings with Stax through a third party resolution website and finally on 5/23 at 6pm received an email from a Stax manager (Samantha K*******) stating that she would only be able to lower my monthly membership to $60.00 per month. I tried to reach out back out to her on 5/24 which is the next day and once again the rep stated she was too busy to speak to me over the phone. By this time I am not happy at all with Stax so I emailed to Samantha my thoughts on 5/25. The email reads : Good Morning Samantha, I called into your office several times and was unable to reach you. I am not happy with your companies quality of customer service. I also stated I am not happy with her offer of $60 per month it is still triple what I was paying and this is not a gradual increase on a company. I would agree on $30 per month and a credit back for the difference from February - Present (four months). I don't believe you can go and charge a company what ever you feel is appropriate and not notify them. It is now 5/27 and once again "NO" response from Stax or Samantha.

    Business Response

    Date: 07/29/2022

    Business Response /* (1000, 8, 2022/06/13) */ Apologies for the lack of communication. I see that they lowered the membership to $39/mo, but I submitted an additional ticket to lower it to $29/mo and refund 4 months ($200)

  • Initial Complaint

    Date:05/23/2022

    Type:Billing Issues
    Status:
    Answered
    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 a merchant account with Stax Payments. My account was terminated on Nov. 2021. I was informed I would the remaining balance will be paid to me after 6 months. I have been contacting customer support to understand when I would be expecting the payment but they will take my information and no one has called me back.

    Business Response

    Date: 06/23/2022

    Business Response /* (1000, 5, 2022/05/25) */ Hi ******* - I have spoken with the Risk teams leadership and we will make sure that you receive a phone call back within the next 24 hours. It is never our intention to not assist our customers. I apologize that you've experienced this.

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