ComplaintsforREPAY

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/16/24, I logged into my ******* Bank account and used ********************** to pay my balance of $655.39 and $4.95 fee. Both payments were deducted from my account on 6/17/24. I chose this option so that the payment would post earlier than it would if I used my bank account. As of today, 6/22/24, ******* Bank has no record of my payment. I contacted Repay, with my transaction receipt, and inquired about why ******* Bank doesn't have any record of my transaction, and they told me they didnt know why and to contact ******* Bank. I told them I had already contacted ******* Bank and they said they don't have the payment. Then I asked them to contact ******* Bank to confirm my payment, and they refused. They said they there was nothing they could do about them not receiving the payment. This is unacceptable, and I would like a resolution.

  

  Business response

  06/27/2024

  We have contacted the consumer via phone and email to learn more and are waiting to hear back. Unfortunately, REPAY does not have access to and cannot look up this consumer (cardholder) account at the bank.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 4, 2024 REPAY charged to my daily deposits a chargeback and the following day ACH my bank account for the same chargeback. On April 5, 2024 I called customer service and let them know that I was missing $2,000.00 from my daily deposits of April 2,2024. Rep told me he would make a case number and get back to me. The following day after receiving no call, I called again. And again I was told the same thing, that they would get back to me, but it was a Friday so till Monday it was more likely. Monday came along and still nothing. I called again and the representative had no idea of what was going on and that I had no case number. I was transferred over to another rep. I sent this rep my bank statement showing the deposits and the withdrawals done by them, and their previous mistakes on a chargeback of $3,500.00 which they took two days to fix. Till this day, April 12th, I still have not received my deposit or an update besides that the accountants have my case. I do not appreciate your accountants making these types of mistakes with my working capital. case number ********

  

  Business response

  04/16/2024

  We apologize for the inconvenience. The reason the funds were held was due to back-to-back chargebacks in the following amounts:
  
  $3500.00 03/25/24
  $2000.00 04/04/24
  $1500 04/05/24
  
  This was unusual activity for the account. The ********************** risk department placed a reserve of $2,000 on the merchant's account as the spike in chargeback activity, paired with the large dollar amounts, were more than anything the account has done in their history with REPAY. The reserve was temporary, and the funds were only held until we confirmed that the chargeback debits cleared.
  
  The customer should have all expected funds at this point.

  Customer response

  04/19/2024

   
  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

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Repay pulled a misc. charge from my ACH account of $350.00 with no notice after we canceled our contract. Wall Street Auto Finance signed a contract with Paymaxx Pro in ****** of 2015, the company was bought out by Repay years later. This merchant is integrated with the software we use for our business with no other merchant options. Our original contract states the term shall commence on the 17th day of December 2015 and shall continue for three years. Thereafter, it shall renew annually unless either party notifies the other in writing. Either party may terminate this agreement upon 30 days advance written notice.On September 12th, 2023 I called about cancelling effective **** and was told to email the customer service team and I did so. I corresponded with about five different representatives before cancelling and none of them said anything about cancelling a contract. I tried calling after the money was pulled from our account and I was given case ID ****** on 1/3/**** and was told I would get a callback. I called again on 1/8/**** and was told it was being looked and someone would get back to me. It is now 1/17/**** I tried calling again and was still not able to get anyone on the phone handling this case. I would like a $350.00 refund We have been a loyal customer before they ever owned this company it speaks volumes in the way they are handling the situation I would never use or recommend this company.

  

  Business response

  01/23/2024

  We have contacted the client and have issued the requested refund.

  Customer response

  01/23/2024

   
  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

  07/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This letter is written on behalf of ***********************, the former owner of Capital Eyemotors and the victim of your unauthorized drafts. **************** hereby demands $499.50 be reimbursed to him and you cease and desist all further charges to his account.**************** provided notice and cancellation of his service on October 8, 2021, see enclosed form. **************** has now twice been wrongfully charged by your company in violation of banking laws. Your authorization to charge his account was voided via written communication, verbal communication and via email in the past. Navy ******************** has been notified that your authorization has been revoked.**************** currently resides in *******, please be advised that "Unfair methods of competition, unconscionable acts or practices, and unfair or deceptive acts or practices in the conduct of any trade or commerce [have been] declared unlawful. Section *******, Florida Statutes. An "unfair practice," within meaning of the ******* Deceptive and Unfair Trade Practices Act, is one that offends established public policy and one that is immoral, unethical, oppressive, unscrupulous or substantially injurious to consumers. PNR, **** ** ******************************** 842 So.2d 773 (Fla. 2003).Given the facts above, **************** now cease and desist all attempts to charge him, stop taking money from his account without authorization and demands restitution of $499.50 within fourteen (14) days of the date of this letter. You may tender payment as follows: *********************** c/o *******, P.O. Box 87, ***************************. Failure to tender the full refund payment will result in **************** seeking all legal remedies available.

  

  Business response

  07/10/2023

  We have spoken directly with Mr. *********************** and apologize for the experience. We have closed his processing account and issued a refund to him for the requested amount of $499.50. **************** advised he would close out this complaint once he receives the refund, as noted per the attached email.

  Customer response

  07/12/2023

   
  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

  06/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We tried several times to contact Repay about obtaining our customer data (Tokens for reoccurring *********************** It took numerous attempts to get a call back. In the past we had a dedicated account rep that we could contact if we ever had a need or question. We are currently receiving very slow responses whenever we have specific questions or issues. We were just told last week about our new customer **************** we did get a response & believed that things were in motion with our request. We initially thought Repay would start the process to release & roll over customer tokens but no action had taken place. While we waited, we pushed forward with all that was needed with our new software provider, etc. We were aware this process does take a bit of time to accomplish & involves other companies. Repay had called to ask if there were any options to keep us as a customer? It was explained we had grown and needed more updated/upgrade options for our processor. Again, we were told Repay would move forward with our request if we were certain about our choice. Unbelievably, we were informed that our automatic renewal with Repay had renewed for another 3 years. We were told if we still wanted to leave they would charge an early termination fee of in excess of $100,000. We as a company feel this never should have happened. The automatic renewal should have been stopped in the beginning when we initially requested to gain our customer data & explained our needs of another provider. It appears the Repay strategy is to not communicate in an attempt to avoid cancellations & charge exorbitant fees as a way to hold merchants hostage. Now more than ever we feel the need to leave Repay to protect our business from poor customer service & deceptive business practices. In addition, we asked several times about new charges that were charged to our bank account and still have not received any response about those charges or any answer to why we were getting charged.

  

  Business response

  06/16/2023

  ********** contacted REPAYs customer service team at the end of May 2023 to inquire about obtaining their client tokens for recurring payments for his company. He was informed of the process and REPAY made their best efforts to keep his business. He persisted in moving forward with obtaining the tokens, and his intention of removing his business from REPAY. ************ contract automatically renewed in October 2022, more than six months prior to the token request. Per the terms of the contract, the renewal term is three years, and terminating the contract before that time is susceptible to an early termination fee (ETF). REPAY has advised the tokens can be released once the applicable ETF fee is paid. There will also be some additional documentation that will need to be completed to ensure a secure transfer of the data. REPAY is in contact with ********** and is available for further questions.

  Customer response

  06/20/2023

   
  Complaint: 20185451
  
  We do not agree with the response. We are one of MANY dealers being held ****** by Repay. The token data belongs to the merchant,  not the processor. We intend to address these business practices with TIADA, NABD,and *****, along with every dealer that uses Repay. 
  

  We are not cancelling our service, just removing some business to an easier platform. We also did not renew our services, Repay renewed them without authorization. 
  

  Repay is attempting to retain clients by bullying and manipulation. 
  

  We still need BBB's assistance in getting our token data. 

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

  

  Business response

  06/23/2023

  The tokens ********** is seeking were generated and managed by REPAY in connection with transactions processed by REPAY for ************ company. They constitute sensitive cardholder data for which REPAY has the responsibility to maintain the security and integrity of the information. While there is no contractual obligation or payment network rule requiring the transfer of such tokens when a client changes processors, we do agree on occasion to transfer data to a new provider under certain conditions, which include requirements to ensure that the transition of the data occurs in a PCI-compliant manner and that the clients financial and other obligations under its agreement with REPAY have been met. REPAY has attempted to reach out to this client to discuss the conditions under which the tokens can be transferred and are awaiting a response at this time.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We tried several times prior to our automatic renewal to contact Repay & obtain our customer data (Tokens for reoccurring *********************** & end our services. It took numerous attempts to get a call back. Over the past couple years the customer service had became very unreliable. In the past we had a dedicated account representative we would contact if we ever had a need or question, that is no longer the case. We had decided another company was what we needed, One whom could provide services to meet our growth. Eventually we did get a response & believed things were in motion. We had been lead to believe Repay would start the process to release & roll over customer tokens. While we waited we pushed forward with all that was needed with our software provider, etc. & moved forward with another ************************* We were aware this process does take a bit of time to accomplish & involves other company's. Repay had called to ask if there was any options to keep us as a customer? It was explained we had grown and needed more advanced & reliable options. Again we were told Repay would movie forward with our request if we were certain about our choice. Unbelievably at the beginning of October we were informed that our automatic renewal with Repay had renewed mid August for another 3 years.(This would have been after our initial contact with them concerning this matter). We were told if we still wanted to leave they would charge an early termination fee of $165,784.00. We as a company feel this never should have happened. The automatic renewal should have been stopped in the beginning when we initially requested to gain our customer data & explained our needs of another provider.It appears the Repay strategy is to not communicate in an attempt to avoid cancellations & charge exorbitant fees as a way to hold merchants hostage. Now more than ever we feel the need to leave Repay to protect our business from shoddy customer service & deceptive business practices.

  

  Business response

  12/07/2022

  We are sorry for this experience and are working on providing a solution. We will contact the client directly once we have additional information. 

  Customer response

  12/09/2022

   
  Complaint: 18483374
  
  I am rejecting this response because: No resolution
  
  Sincerely,
  
  D&d Motors ** **** D&d Motors ** ****

  

  Business response

  12/12/2022

  Thank you for your patience as we worked through the details. We contacted the client directly on Monday, December 12, and informed them that we will waive the early termination fee as requested.

  Customer response

  12/16/2022

   
  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,
  
  D&d Motors ** **** D&d Motors ** ****

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ****************, LLC signed a contract with Pay maxx Pro for merchant services in February 2016. The company was bought out by Repay a few years later and we continued using the service although customer service was not what it was with Pay maxx. After Covid our company took a big hit and we have not recovered, we were no longer using this account but continued paying for service over a year. We finally decided to cancel the service and requested a cancelation form, completed it and emailed it back June 2022. We received a bill the following month and thought maybe there was a 30-day notice period, so we didn't dispute it. They debited our account again the following month of August, so I called and spoke to ******* on 9/8/22 she told me it wasn't cancelled but found my email and said she would take care of it for me. She mentioned a possible fee if we broke our contract, and I assured her we hadn't because we signed the contract 7 years ago. I asked her to please call me when she got our refund approved. (Case # ********)I called to check on the status 9/13/22 and was told the account was cancelled 9/8/22 but refund was denied after breaking the contract! I spoke to the manager ******* to confirm the account was closed since I had been told it was cancelled before and asked about the refund, she said they applied to the amount for breaking a continued contract that I never signed. I was going let the refund go but have charges still coming out every month, I spoke to *******, she told me to email her the debit, so I did on 10/14/22. She never responded so I left several messages with no return calls, and I was debited again this month!

  

  Business response

  11/07/2022

  We are very sorry for this experience. We've contacted the customer via the email provided so we can work together on next steps. 

  Customer response

  11/07/2022

   
  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

  10/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I own an electric Smart Car. Part of the requirements to buy this is to pay a monthly fee $84.80 per month for the battery assurance plan. Around two or three years ago I called up and arranged to have my payment automatically deducted from my checking account. In order for this to happen, you had to pay The full amount owed which I recalled I did but I dont have the date for me to research my checking account. They say I owe $169.60. I want to contest this. When I call, or leave a message, the business is ALWAYS closed and to leave a message. They have never returned my calls in the two months of calling.

  

  Business response

  10/24/2022

  Hello,

  We emailed this individual on Wednesday, 10/19/2022 and called on Monday, 10/24/2022 requesting more information, including the business name. We could not leave a voicemail because the voicemail had not been set up and we cannot locate any account information in our system. It appears the issue may be related to a company that has no relation to REPAY, but we need additional information to confirm and/or to assist.

  Please contact us at ******************************** Thank you. 

• Initial Complaint

  07/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  July 2019 I signed a 3 year contract with repay. the contract states that there is a $350 cancellation fee if terminated before 3 years but the contract also states that they need 2 months notice to terminate a contract. I contacted repay 2 months before my contract expired (May 2022) to cancel in 2 months so that I would not incur the cancellation fee. By this point I already had another provider but had waited until the end of my term to cancel because I was avoiding the $350 fee. July of 2022 my account was cancelled and I was also charged a fee. I have spent hours on the phone with their team submitting tickets that never get called back. I am not able to speak with anyone besides entry level customer service who can only submit tickets. I would like a refund of the $350 that was wrongfully charged.

  

  Business response

  07/20/2022

  Hello,

  We apologize for the experience and have issued a refund for the early termination fee of $350. The client should expect a deposit by end of week. We have also reached out directly to the client to inform them of the status of the request.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My employer is using this middle man company to distribute payments to employees. I have attempted to meet the requirements to have this company release my remittance my employer has already issued and Repay keeps adding new requirements. They have been wrongfully withholding remittance due to me already agreed to me by my employer. This is illegal and I unfortunately will have to take Repay to small claims court for holding monies that belongs to me. I have used multiple other agencies with no issue until this one.

  

  Business response

  05/10/2022

  We are very sorry for this experience. We would like to look into this further, but we need more information in order to do so. We have reached out directly to ************** via the email address he provided so we can gather additional information.

*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. ↩