ComplaintsforGlobal Payments, Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Terminated a merchant account with ********************** pay and followed all closing instructions. Sent back the ingenico terminal per company instructions. Called and verified 2 times that my account was closed and I no longer would be charged. Company continues to withdraw unauthorized fees for merchant account and equip rental. I have proof of sending back terminal and confirmation from the company they received. I will also be filing a complaint with the division of consumer protection and state AG OFFICE.

  Customer response

  07/11/2024

  Hi. I have reached the company and they have acknowledged that my account is closed and have acknowledged in writing that I am to receive a refund for the last 3 months of charges that should not of been charged.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2006 the company that I own *************************** PC) entered a contract with ********** Systems for credit card processing. Around 2012 we cancelled our contract and did not utilize their services after that point. Even though we stopped using them, they not only continued to charge us but increase the monthly amount without our knowledge or authorization. In 2015 we were charged $26.45 a month and in the first three months of 2024 we were charged $209.70. We are asking for a complete refund of all fees collected after 2015 which is the limit of our bank statements proving the charge. This amounts to approximately $9500 which was stolen from us over the course of the past 9 years.

  

  Business response

  07/03/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21838137
  Consumer Name: *************************
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  In review of the account, We do not show any notes indicating a request to close the account upon the decision to stop processing.
  

  At this time, your credit is being denied due to the terms and conditions of the contract. It is not part of EVO business model to notify merchants upon the decrease in processing. We have many merchants that *** not process on a monthly basis. However,  the debit continued to show on the banking statement that would have been available only to the merchant. Per section 8 of the contract, merchants will need to follow up within 30 days to report billing errors. 
  

  In the case of this account, EVO shows zero notes indicating a follow up from 2012-2024 (when the account was closed).  
  

  Best Regards,
  EVO Merchant Services

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This ** is known as Pavillion Payments now. I have been gambling on the VA Lottery website. When you purchase money to use it immediately **mes out of your ac**unt. I am receiving tons of debits from my ac**unt saying it wasnt paid and then charging a return fee. My bank has no re**rd of any of these transactions being returned by them. I closed my ac**unt with the lottery and last nite they hit me with $200 of payment retrys and fees. The first time they did this was mid May. $306 was taken from my ac**unt for the same reason. I hate that they have access to my ac**unt even tho I closed my lottery ac**unt. I believe them to be bogus charges and I believe they are trying to beef up their own financial status. I want them to stop immediately and I demand a refund and they should have no more access to my checking acct.. Please help.

  

  Business response

  06/28/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com

  Better Business Bureau ****
  Case Number: 21817401
  Consumer Name: ***********************
  Merchant ID number: **********
  

  Dear BBB Customer Relations Advocate,
  

  Pavilion Payments Gaming Services **** (formerly Global Payments Gaming Services, **** AKA GPGSI) is a third party payment processor.? We provide check and ACH guarantee services to Gaming merchants that accept physical and electronic checks (ACH) for services throughout the U.S.? We received your correspondence and have reviewed the facts within our operating system. 
   
  On 5.28.2024 there were Twenty-Six (26) VIP Preferred ACH transactions completed for a total of $552.00.    
   
  ACH Transactions are processed the next business day but can take up to 48 hours to post to the patrons bank account.
  

  On 6.03.2024 Three (3) of the transactions completed on 5.28.2024 were returned with the *************** Return Class Code of R 01 Insufficient Funds. When transactions are returned unpaid, a service fee in the maximum amount allowed per state is applied to each transaction. The fee and initial transaction amount are resubmitted to the bank up to two (2) times to collect the amount owed.

  VAUK511 01 - $40 transaction - $50 fee original approval number ****** P/U # ********
  VAUK511 02 - $40 transaction - $50 fee original approval number ****** P/U # ********
  VAUK511 03 - $40 transaction - $50 fee original approval number ****** P/U # ********
   
  The patrons bank will also charge fees for each attempt to collect if the patrons bank account is missing the requested funds. At this time, the debts have been paid by the bank, and the patrons bank account has been removed from their VIP account.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TSYS put my personal cell phone number on 3 business credit card terminal accounts and will not remove it. Since February 2024 my personal cell phone number has been printing on every credit card receipt. When authorized parties on the account have called to have this resolved, they have been told nothing can be done, nor can tsys explain who authorized the change, nor will they take any responsibility for the change. This breach of my privacy puts my safety at risk.

  

  Business response

  06/27/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number:  21777600
  Consumer Name: ********************
  Merchant ID number: **************, **************, 84870010135787
  

  Dear BBB Customer Relations Advocate,
  

  Upon review of the letter submitted by the consumer ********************, we were able to identify that the phone number provided to TSYS in the January 29, ************************************ our system causing the phone number to appear on the receipt tapes of the above-mentioned merchant accounts. We are in contact with ******************** and are actively working with both her and the owner of the business to remedy the issue and correctly reflect the proper phone numbers on the receipt tapes.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have recently been charged 3 different charges in a month for the same "merchant service fees" So this was the first red flag. I did research into these charges and found that Cayan Global/Global payments/TSYS/Fiserve/Firstdata/merchantwarehouse (They have been acquired multiple times but they are essentially the same company charging my card monthly) was with an account I started in 2015 with the point of sale system called light speed. The merchant service company stated above were the partner payment company to the *** company lightspeed I had then. In Sep 2016, I canceled with lightspeed *** and the merchant service in totality and have emails to confirm this. I also recently called lightspeed and they again confirmed the account was closed in ***************** the email. (Cayan Global) has been charging my bank account EVERY month even though I canceled their service 2016 and have NOT BEEN USING THEIR SERVICE since 2016. Charges started monthly at $36.85 and went up to $427.80 monthly. They have fraud me since then: $14,072.36 for a canceled account, and account I have not used since the account was canceled. They tricked me by using "merchant services" on my bank statements, I still have a business so thought that it was from my current merchant service.I spoke to their team and are only willing to refund 3 months ($894.40)I never received emails monthly for the charges, no yearly 1099k, nothing. The one email I got from them in 8/20/18 I responded and said I do not have an account with them and they never responded to me. I have email proof.I am demanding the full amount refunded back to my card or via check.Doing research, the account specialist has told me they do not have the contract that I signed. They told me to call the original company ******************** and they told me they do not have the contract either. This company fraudulently took my info and has been charging my bank account monthly when they have no contract or consent from me.

  

  Business response

  06/20/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21771911
  Consumer Name: ***************************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  We called and spoke with ****** and let her know the following: We see that this merchant used our service consistently between May 2015 and June 30, 2016, and we deposited funds into a bank account owned by the business. This is the same account that we debited for our fees. We would have been provided with a 1099-K form for your business, which means that we have the correct EIN or SSN for your business. Hard copies of older applications are generally stored in a third party's off-site storage facility and are extremely difficult to retrieve. Global Payments, unfortunately, does not have digital copies of these documents for all accounts. As the account was used for a year and the accurate information we were provided at the time of set up, the business was aware of the account at the time of set up and at least a year afterward.

  The merchant states they closed with our partner Lightspeed POS in 2016, but they are not the same company as Cayan/Global Payments. Closing with Lightspeed does not automatically terminate the agreement with Cayan/Global Payments, as we are separate entities and would have billed separately while the account was in use, nor does it prevent our service from still being utilized with another point of sale.

  Much like other services such as cellular phone or cable television, we do not monitor for usage and require that we be notified of termination. The billing descriptor "Merchant Services" was used throughout the time this account was in use and until we updated it due to an acquisition in June of 2023. This was the same billing descriptor the merchant would be accustomed to while using our service, and for years after, there was no intent to deceive. We would expect that when the account was no longer needed, it would be fresh in the mind of the business to know who this billing descriptor belonged to and if the service was no longer required to be notified within a reasonable timeframe.

   Our billing statements were available in an online portal, just as they were while the account was being utilized. Furthermore, our 24/7 help desk phone number has remained the same and active since the account was utilized. We have a record of being contacted in November of 2015 regarding this account, so at some point, the business did know how to contact us. We were available to discuss any concerns about not being able to access statements or any billing concerns the business may have had.

   We do not think it is fair for Cayan/Global Payments to bear the full burden of this refund when we were not notified at any point in eight years that this account was no longer needed, should be closed, and billing ceased. We believe that three months is a reasonable amount of time to notify us of any billing issues, and we are offering a 90-day refund of $1,065.40. ****** refused the refund and we did let her know that we will give her a call again on Monday.

  Customer response

  06/25/2024

   
  Complaint: 21771911
  
  I am rejecting this response because:

  I want to first point out how many other complaints on the BBB website are from this company for the same thing I am complaining about. They do this to many other business and its fraud. That is why they end up refunding those businesses what they are rightfully owed. I am no different. I am requesting $14,072.36 refund since this is what they fraudulently stole from my bank account from my closed down account that was closed down by me and verified closed in 2016. (See attached) They are sister companies to lightspeed (see attached). I also sent an email in 2018 stating I do not have an account with them. They never called or responded to my email and still decided to fraudulently charge my account for a closed down account that I wasnt using since 2016. This company should be lucky I am not charging interest on all the money they fraud and stole from my bank account. 
  I spoke to their customer service and told them the least I will take is $13,206.59 which is from the email date of August 2018 of me stating I did not have an account with them for the second time after already canceling my account in 2016. (See attached for email proof) this company knows they are liable for the full amount. What were they charging my canceled account for? For nothing. I did not use the account after it was canceled so the fees should not have been on my bank account. In this last response they just exposed their hand on this case, they admitted that they do not have the original contract with me and their company. Thats because it was terminated. Im rightfully owed the money they have been stealing from me and I already let their team know I will contact all government agencies and go to the ends of the world for justice on this case. Its sickening to see all the complaints against them for the same thing. Who else are they currently frauding? 

  The only way they can settle this case with me is to rightfully refund either of those 2 amounts. I will accept nothing less. 
  
  Sincerely,
  
  ***************************

   

  

  Business response

  06/27/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21771911
  Consumer Name: ***************************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  We called and spoke with ****** and let her know the following: We see that this merchant used our service consistently between May 2015 and June 30, 2016, and we deposited funds into a bank account owned by the business. This is the same account that we debited for our fees. We would have been provided with a 1099-K form for your business, which means that we have the correct EIN or SSN for your business. Hard copies of older applications are generally stored in a third party's off-site storage facility and are extremely difficult to retrieve. Global Payments, unfortunately, does not have digital copies of these documents for all accounts. As the account was used for a year and the accurate information we were provided at the time of set up, the business was aware of the account at the time of set up and at least a year afterward.

  The merchant states they closed with our partner Lightspeed POS in 2016, but they are not the same company as Cayan/Global Payments. Closing with Lightspeed does not automatically terminate the agreement with Cayan/Global Payments, as we are separate entities and would have billed separately while the account was in use, nor does it prevent our service from still being utilized with another point of sale.

  Much like other services such as cellular phone or cable television, we do not monitor for usage and require that we be notified of termination. The billing descriptor "Merchant Services" was used throughout the time this account was in use and until we updated it due to an acquisition in June of 2023. This was the same billing descriptor the merchant would be accustomed to while using our service, and for years after, there was no intent to deceive. We would expect that when the account was no longer needed, it would be fresh in the mind of the business to know who this billing descriptor belonged to and if the service was no longer required to be notified within a reasonable timeframe.

   Our billing statements were available in an online portal, just as they were while the account was being utilized. Furthermore, our 24/7 help desk phone number has remained the same and active since the account was utilized. We have a record of being contacted in November of 2015 regarding this account, so at some point, the business did know how to contact us. We were available to discuss any concerns about not being able to access statements or any billing concerns the business may have had.

   We do not think it is fair for Cayan/Global Payments to bear the full burden of this refund when we were not notified at any point in eight years that this account was no longer needed, should be closed, and billing ceased. We believe that three months is a reasonable amount of time to notify us of any billing issues, and we are offering a 90-day refund of $1,065.40. ****** refused the refund and we did let her know that we will give her a call again on Monday.

   We were able to connect with ****** again on 6/26/24 and offered a final refund of 6 months for a total of $2197.80. ****** again refused the refund and also refused the address of our legal department. ****** never contacted us to cancel her account and we explained again that Cayan Global Payments is not the same company as Lightspeed, we are 2 different companies and not sister companies. She disagrees and is not willing to move forward with any refunds we are able to offer. If ****** changes her mind she can contact us but until then this issue is considered closed due to her refusal of the refund and how to contact our legal department.

  Customer response

  07/01/2024

   
  Complaint: 21771911
  
  I am rejecting this response because:

  I did in fact cancel the account. I also sent an email to them again in August 2018 stating that I did not have an account with them that they ignored and never responded to me. (I uploaded a photo of the email in the last response before this, I can also provide a fwd of the actual email if needed.) they are completely ignoring that fact. The account was canceled and they fraudulently charged my account. I already told them over the phone that the least refund I will accept is from August 2018 till now of refunds (from the date of the email on) 

  They admitted multiple times that they dont have the original contract either way. They are completely liable to refund ALL the fraudulent charges regardless. Plus the fact that I have emails from them and proof that I did cancel the account. 
  they are just trying to see how little Ill settle for because they dont want to pay out what is owed.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled appointmentsplus online scheduler back in 2019 and TSYS-Cayan was the credit card processor linked for payment for my patient appointments. I stopped using the online scheduler and cancelled it. TSYS-Cayan continiued charging me fees for 5 years with no monthly statements mailed or emailed to me and the auto deduction was hard to identify on my bank account. I had thought it was the new merchant service I had switched too, My bookkeeper helped me dig it out and identify the company. I called and they only offered me 1000$ refund. If you look online at reviews this is the kind of thing they do to many customers.

  

  Business response

  06/20/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21749291 
  Consumer Name: *********************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  We called and spoke with **** and have tried to follow up by leaving a few messages. We discussed the following on our call:
  

  The merchant states they closed with our partner appointmentsplus online scheduler in 2016, but they are not the same company as Cayan/Global Payments. Closing with appointmentsplus does not automatically terminate the agreement with Cayan/Global Payments, as we are separate entities and would have billed separately while the account was in use, nor does it prevent our service from still being utilized with another point of sale. We have provided a contract showing an agreement with Cayan/Global Payments outside of any agreement with appointmentsplus indicating at some point this was understood.
  

  Much like other services such as cellular phone or cable television, we do not monitor for usage and require that we be notified of termination. The billing descriptor "Merchant Services" was used throughout the time this account was in use and until we updated it due to an acquisition in June of 2023. This was the same billing descriptor the merchant would be accustomed to while using our service, and for years after, there was no intent to deceive. We would expect that when the account was no longer needed, it would be fresh in the mind of the business to know who this billing descriptor belonged to and if the service was no longer required to be notified within a reasonable timeframe.
  

  We do not think it is fair for Cayan/Global Payments to bear the full burden of this refund when we were not notified at any point in five years that this account was no longer needed, should be closed, and billing ceased. The contract states the business needs to notify us within 60 days of any billing disputes, and we are offering a 90-day refund of $1,223.40. **** refused the refund and we have been unable to reach her again to discuss anything additional.

  Customer response

  06/27/2024

   
  Complaint: 21749291
  
  I am rejecting this response because: I started using another credit card processor that was also a merchant service so this was why I was unable to catch their charge. They charge fees for having their service whether consumers use a credit card or not. These monthly fees are very expensive and they also raised them. I never used their service after I terminated appointmentsplus.com yet they continued to charge me not sending me any statements or emails  with the statements. So the confusion was that they were hard to find and I thought they were my other company for credit cards that only charges when a cc charge is made they take a percentage. This company is unscrupulous and is doing unethical business practice. Here are some of the other online reviews of them...

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

  namely this: Complaints & Service: TSYS has received more than 40 public complaints.
  BBB Rating: TSYS as Global Payments has an A+ rating with the Better Business Bureau and has received 306 complaints and 30 reviews in the past 3 years.
  

  Please read these other reviews: ******************************************
  
  Sincerely,
  
  *********************

  

  Business response

  07/01/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21749291 
  Consumer Name: *********************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  We called and spoke with **** and have tried to follow up by leaving a few messages. We discussed the following on our call:
  

  The merchant states they closed with our partner appointmentsplus online scheduler in 2016, but they are not the same company as Cayan/Global Payments. Closing with appointmentsplus does not automatically terminate the agreement with Cayan/Global Payments, as we are separate entities and would have billed separately while the account was in use, nor does it prevent our service from still being utilized with another point of sale. We have provided a contract showing an agreement with Cayan/Global Payments outside of any agreement with appointmentsplus indicating at some point this was understood.
  

  Much like other services such as cellular phone or cable television, we do not monitor for usage and require that we be notified of termination. The billing descriptor "Merchant Services" was used throughout the time this account was in use and until we updated it due to an acquisition in June of 2023. This was the same billing descriptor the merchant would be accustomed to while using our service, and for years after, there was no intent to deceive. We would expect that when the account was no longer needed, it would be fresh in the mind of the business to know who this billing descriptor belonged to and if the service was no longer required to be notified within a reasonable timeframe.
  

  We do not think it is fair for Cayan/Global Payments to bear the full burden of this refund when we were not notified at any point in five years that this account was no longer needed, should be closed, and billing ceased. The contract states the business needs to notify us within 60 days of any billing disputes, and we are offering a 90-day refund of $1,223.40. **** refused the refund and we have been unable to reach her again to discuss anything additional.
  

  6/27/24 I have left a few messages for ********************* and I have not yet received a reply. I have let her know that they never canceled their account with us and appointmentsplus is a different company and not Cayan/Global Payments. We have provided her the signed contract she signed with us and we are still willing to offer the 90-day refund of $1,223.40. She has my direct contact information if she would like to accept the refund.
  

  ******
  Manager Client Care

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Chargeback retrieval process is designed to ensure TSYS can charge a $25 fee. TSYS intentionally sets up their system to ensure delays in processing retrieval requests so that they can convert it to a chargeback.When receiving a retrieval dated May 16, 2024, it claims I have until May 21, 2024 to respond. I collected the information for the order, including proof of delivery, and responded by May 20, 2024.However, TSYS has designed their system to delay processing. They claim it takes ***** hours to process documents that were instantly uploaded to their system.They claim it takes another 5-7 business days to review those documents.Meanwhile, the credit card issuing bank moves forward with a chargeback because TSYS has failed to timely provide the documents from the merchant to the issuing bank.This entire system is designed to ensure TSYS can collect a $25 chargeback fee. I am sure this is happening to thousands of merchants in the *** and probably needs to be looked at by a legal team.

  

  Business response

  06/13/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21751270 
  Consumer Name: *************************/ Lunchbox Audio
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  Chargeback case ************* was received on 5/12/2024 and was resolved to the merchant as a Notify on 5/15/2024. When a case is resolved as notify to a merchant, the merchant receives a notification letter advising that the dispute is scheduled to be adjusted from their account. The notify letter allows the merchant a timeframe to respond without being financially impacted. If the merchant fails to respond within the timeframe provided or the documentation is not sufficient, then the case will be adjusted financially from their account and another notification processed.
  In this case, it appears the merchant had trouble responding to the notify as his documents did not fit within the size limitations to upload in the merchant facing portal. As the merchant response was not uploaded/available in the **** system by the due date of 5/21/2024, the case was financially adjusted and a second notification letter sent. Once the merchant response was received, a reversal case (*************) was created for a representative at **** to review.
  

  The reversal was accepted and a representment was processed to the issuing bank/ cardholder on 5/30/2024.  Please note that the issuer has 30 days from the representment date to continue the dispute.
  

  The merchant would have been charged the $25 chargeback fee even had their response to the notify been received in time as **** charges each time a case is loaded to the system. The case being questioned did not have a retrieval request associated with it, the issuer chose to submit a chargeback. Based on the setup in the **** system, the merchant received the notify first and then the second letter and debit for the case amount when their response was not received in the system by the due date.
  

  We have made 3 separate attempts to contact the merchant at the phone provided in the complaint and have been unsuccessful. Messages have been left asking the merchant to return the phone call so that we can provide the explanation.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********* went to paperless statements in April of 2020. They created an account for their *********************** to log in to in order to view statements and manage their accounts. They also automatically enrolled each of their merchants into a special program that allows access to advertising and other things. Each merchant was enrolled automatically, with the idea that if you did not want the service, you had to cancel it within a certain period of time (I think it was 30 days). All of this information was given in fine print on the back of a one-page summary statement which I received every month. Not only did I miss the fine print about this automatic monthly payment ($54.99), but every time I have tried to log in to my account, I have gotten a message that says "your credentials are invalid or your user account is no longer active. Every time I have tried to call and rectify this situation, I have gotten the runaround until, ultimately, I give up on trying to get into my account. Today, May 21, 2024, I was told that the situation was rectified and that I could finally get into my account. I tried it, and still cannot get in. The bottom line is that 4 years ago, I was automatically enrolled into a program that cost $54.99 a month, and then denied access to my account so that I could either use it or cancel it. They charged me $54.99 a month for 4 years for a service that I didn't even have access to. They have agreed to refund 1 year ($659.40), but as far as I am concerned, they still owe my business $1,979.64.

  

  Business response

  06/06/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21741073
  Consumer Name: ***************************
  Merchant ID number: ***************
  Dear BBB Customer Relations Advocate,
  

  We have called and spoken to ******, at that time she was unable to troubleshoot her issues, we have also emailed her with the contact information for one of our 2nd level agents to assist her. We have yet to hear back from her but are confident that we will be able to work with her on gaining access to the desired site. Once connected we will ensure that she can log in at any time she desires.

  Related to the $54.99 fee referenced (Customer Intelligence Suite). In March 2023, one of our teams spoke with ****** from the business and performed a rate review where we went over existing rates and reviewed their statement to discuss existing fees. We also sent over a copy of the processing statement for January 2023 to review with them where the *** fee was billed; however, the customer did not inquire or advise they were not satisfied with the Customer Intelligence Suite. However, as a courtesy, we have provided a refund of an additional 12 months of the Customer Intelligence Suite fees for a total of $659.40. That has been submitted and the merchant should see it within 3-5 business days.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Apparently my name was not matching with the *** and was sent paperwork to correct. I took care of this at the beginning of March and talked with a representative. As of May 13, 2024, I had a new customer register on my **** *** website and place an order using her credit card. I then went to process her order and got a decline notice from ProPay. I immediately called and sat on hold for 20 minutes while they tried to figure out. Was then told a hold had been placed on the account at the end of March due to the same thing. I was then told it was fixed by early afternoon. I tried to rerun the purchase and same error decline code. Called again with another 20 minute hold after asking for a supervisor. I basically was told no supervisor was available. Umm, not ok. I am now being told that my customer must reorder. This will cost me a new customer and the sale. I rely on this as part of my living. I also did inform **** *** of the issue as we are only allowed to use ProPay. This is not good business. I have paid them for a year's worth of service but now have learned my service was not available for almost 2 months time.

  

  Business response

  06/04/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21706929 
  Consumer Name: ************************************
  Merchant ID number: ********
  

  Dear BBB Customer Relations Advocate,
  

  On 06/03/2024 we were able to contact ****** at 6:10 PM.
  

  We proceeded to apologize for the experience she had with us. One of our reps apologized that she did not get a supervisor callback the next morning as she should have. The rep then educated her that since she was unable to use her account or process any cards during this time, that we will push out her expiration date by 2 months as a courtesy. She accepted it. He then tried to assist her with her concern about the * notice. She stated that she did not need it any more at this point. She said that it is past her quarter, and has no reason to process the customer's card any more. The rep ******** with her that everything is good with her account, and offered if she ever needs anything she can call us, and ask for him specifically to assist her. The * notice hold is a notice from the *** it is put in place by their direction. Once they confirm the right information has been given we are able to remove the hold. Her hold was removed on 5/14/24.

  Customer response

  06/06/2024

  It is fine that they extended the membership out 2 months, I did lose that customer and sale. The hold from the *** was removed early March and was replaced again at the end of March....so some of the information from this person was not what I was told originally in March. I submitted all necessary paperwork at the beginning of March and later found out in May it had been redone with another hold. No information about it was every sent out. I will reconsider whether to renew at the additional 2 months or not. It is not by my choice to use this company. It is fine, it did take a lengthy time to receive a call back. I will say continually apologizing for something that happened doesn't fix a problem it just maximizes the issue happened. I would certainly hope that there is no more issues. Not sure what they thought they would do to help me run a charge after I told them I lost the sale. This is part of how I make my money. I will accept the additional 2 months.

  

  Business response

  06/12/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21706929
  Consumer Name:************************************
  Merchant ID number: ********
  

  Dear BBB Customer Relations Advocate,
  
  ******* was unavailable for a phone call, she is on vacation. We did correspond via email. In the email we fully addressed all of her concerns. We went into further detail and addressed and explained the **notice on her account in more detail. Email below: 
  

  A B Notice is an important Tax Notice from the **** This notice is sent when the *** notifies us that the information used on your 1099-K we submitted to them is not correct. In your case it looks like you had a TIN. I see you sent in a W-9 on March 5th, 2024. At that time they updated your account information to your Social Security Number. The *** rejected the change and another letter was mailed out letting you know you had ************************************************** place on March 27th, 2024 per the **** Unfortunately we did not hear back from you prior to that date so a hold was placed on your account. 
  

  Since this happened, when you tried to process your sale in May, your processing services were disabled as the hold was in place as directed by the **** We are legally required to follow their directions. We regret you lost the sale but unfortunately this was outside our control. When you did contact on May 13, 2024 we were able to look into your rejection by the **** This is not something we can do until we hear from you. Looking into your rejection we learned that you had had your SSN updated but were still using a different name on your ProPay account then on your SSC. Once we updated your last name to *********************** on 5/14/24 an email was sent to you educating you that the hold was removed. This email would have the ticket number ******* on it. 
  

  I apologize again that I did not call you back the next day. We did email you and let you know your account was in good standing and you could process again on 5/14/24. Although we understand your frustration about the hold, we are obligated to follow all deadlines and directions of the **** These notices are mailed to the business address on your account. If you did not receive them please ensure that address is correct. 
  

  She did reply stating that she had asked for her name to be updated. I pulled up that email and apologized for miscommunication that the email was not interrupted the way she intended. She was more concerned she did not get the notice and the hold was placed. We did ensure the letter was mailed and we have the correct address on file. She agreed to close the case; she just does not want this to happen to anyone else. This is our last reply, please consider this case resolved.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 4 I am writing on behalf of a company called TSYS Cayan LLC located at ************************************************************************ and the telephone number is ************.I purchased TSYS services in 2018 under a verbal agreement and understanding that I would only be charged for this device while using it. This is a device called Swipe Simple Device/ ********************** Processing created by a company know as TSYS or Cayan; it is a device used to charge credit cards for my services for alteration services. This device did arrive to my shop but was never used as it was not functioning, therefore I was never even able to use it for even one simple transaction. They did call to help with a set up, but because I never connected on the phone with the company the service was never set up to ever begin usage. I promptly called to cancel this service and offered to mail it back as it was ineffective and impossible for me to use. I called the company and canceled the services of a device that I could not set up or use, as common sense would dictate. Not only did the device never work, I was also under a verbal agreement that I would never be charged for this service unless I was using it. I have now discovered that I have been unjustly overcharged for an ineffective and non existent service for the past 7 years of which I have never even received a formal bill for, a customer service call about, or any other communication about. My mistake is that I overlooked their automatic withdrawals from my checking account each month due to the fact that I have several automatic withdrawals in the form of bills. As a single mother putting my daughter through college I have many insurances and utility bills combined and overlooked their cryptic billing statements that where inconsistent in amount each month (one month being that I owed $111.58 to $485.85 the next mo.) Each month charged by this company has amounted to over 16 thousand dollars in 7 years time. Again, for a service I HAVE NEVER RECEIVED. The whole billing system of TSYS is geared to mislead the customer with lack of communication and clarity as to what one is signing on for, while verbally being promised that you will never pay for services that you dont receive. This company also frequently changes their name, bills under a different names, and never answered my questions or sent me confirmations on any requests.At this point, after catching this gross overcharge to my account (of a service that I never received) I have now submitted a request to receive the monthly bills from this company from 2018-24 and they are requiring a subpoena to show me this very basic info. If you contact this company you will see that I have been unjustly overcharged thousands of dollars over the course of 7 years for a device I have never even used once. Being charged for a service that I never received for over seven years with zero communication feels like something between manipulation and robbery. Zero communication. Zero emails. Zero customer service. 100 % Scam. The charges where not even consistent each month, changing in price, and I do feel preyed upon financially. I would also add that English is my second language, and I feel manipulated in that this company took full advantage of my weakness in English. I believe this companys design is to prey upon peoples vulnerabilities to enrich themselves. Aka scam customers out of money. scam customers out of money.I request my full money back. I am working to get my bank statements since 2018.

  

  Business response

  05/31/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21671417 
  Consumer Name: *********************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  We have made multiple attempts this week to reach this merchant and have not been able to reach them to discuss and provide their contract and what statements are available.
  After reviewing the account, we verified that we do have a signed written contract outlining our fees and without mentioning that fees are only billed as the service is used. Much like other services, such as cellular phone or cable television, we do not monitor usage, and billing continues until we are called to close the account. We do not show any attempt to notify us to close the account prior to April 2024. Our last recorded interaction was that the merchant would charge the device and then test it again on 8/25/2018. We were not contacted again until 4/29/2024, when we closed the account and stopped billing. We have not been provided any evidence that there was any agreement with TSYS/Cayan that fees would only be billed when the service was used. It is possible this was an agreement with Swipe Simple, which is mentioned in the merchant's complaint but is a separate company from TSYS Cayan. We would only operate with a signed contract agreeing that state billing will continue until one party is notified to close the account.
  

  We have and can provide the signed contract, which is the foundation of our billing process, along with statements dating back to January 2021. Please note that statements prior to this period are archived, and retrieval can be a lengthy process that is typically reserved for legal proceedings.
  

  Regarding the complaint that we frequently change our name, ***** has been acquired twice since this account was opened, but we maintained the billing descriptor through May of 2023, when we changed it for the first time to include our new company name. In addition, our 24-hour help desk has maintained the same number throughout this time. The merchant had previously contracted with us regarding their devices, so they knew how to contact us if they had any billing concerns. There are variations in fees each month due to quarterly and annual fees that can change the amount billed each month.
  

  The signed contract also states that we need to be notified within 60 days of any billing disputes. We are offering 90 days of fees equaling $855.55 as a courtesy refund. Given that we have a signed contract and we have no evidence of being notified to close the account prior to 2024, we believe it is unfair for our company to bear the burden of funds the merchant is requesting. Ninety days is enough time to notice any billing concerns and notify us of said concerns. 

*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. ↩