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Complaint Details
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Initial Complaint
08/09/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I fell out with this company after being overcharged for standard complimentary equipment and inability to come together rates. When I tried to cancel processing I was told there would be an early termination fee but I was told previously there were no agreements at this time besides the machine lease. My company is on the verge of going under and I have to stop the bleeding in every area I can find. I want to return the machine and stop doing business with this company. i have been with this company for over 10 years.
Business response
08/13/2024
Global Payments, Inc.
****************
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 22117962
Consumer Name: ***************************
Merchant ID number: ****************Dear BBB Customer Relations Advocate,
We called and spoke with Metessa on 8/12/2024. After reviewing their merchant account, we have determined that there is no active ETF (early termination fee) on this merchant account. We have submitted a closure request, and their merchant account will be closed in 24 to 48 hours. As a one-time courtesy, we have submitted an ACH refund for their last PCI non compliance fee in the amount of $125.00. In order for them to return their equipment and cancel their lease, they will need to contact FDL leasing. They agreed to an equipment lease from FDL Leasing in January 2024.
Customer response
08/15/2024
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
07/31/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I've been with this merchant processing company since at least 2015, although they bought out the original company so my history goes even further back. I use a virtual terminal, I never have a credit card in hand. I log into their web portal and post my charges online. Once I enter the credit card information into their system, and a charge has cleared, I delete that information from my records. Once it's in their system, I can only see the ending digits of the card number. The majority of my billing is monthly recurring billing. I only enter the credit card information once into their system, then define the recurring billing schedule. I recently discovered that I could get a much better rate with another processing company. The new company said they could do a data vault transfer of my accounts, which they've done in the past, although I'm not sure if they've worked specifically with this company before. That's irrelevant. ***** says it will cost $1,000 plus $1 per account to electronically transfer the data. I have less than 100 accounts with recurring billing so it's absurd that I would pay that kind of money for the transfer. I instead requested a report with the information, which they won't give me. They say they can only transfer the information to another processing company... for $1,000 plus. That's MY data! I requested a copy of our agreement, but they say it will take ***** days to get it to me. They're holding my client's credit card information hostage!Customer response
08/08/2024
I received a call back from *************************** at Global ******* Systems. We've reached an agreement! Assuming they follow through (which I'm sure they will) this case can be closed.Initial Complaint
07/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
credit card company told me processing fee would be 2.15%. They charged us 12%. This was happening for a long time, but it was just noticed. we contacted them, but was told there was nothing they would doBusiness response
08/02/2024
Global Payments, Inc.
****************
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 22002613
Consumer Name: *****************************
Merchant ID number: ****************Dear BBB Customer Relations Advocate,
After further review, we can confirm that our Client Advocate team reached out to discuss the account rates with the merchant on July 12th and offered a $5,000 credit. The merchant refused to work with the Client Advocate team unless they would provide him with a $50,000 refund. It was explained that this was not possible, nor warranted. The merchant was extremely hostile and made threats to our team members. Despite this, the Client Advocate team reached back out several more times to try and come to an agreement with ********************, but we would not respond to our calls.
On August 1, we received notification from our internal **************** that the merchant has also filed a complaint that is being worked on with our Legal team. We will be allowing Legal to work through the matter with the merchant.
Initial Complaint
07/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
client for 14 years charging me fees after i cancelled inactivity and cancelation of 495Business response
08/05/2024
Global Payments, Inc.
****************
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 22009163
Consumer Name: *****************************
Merchant ID number: ****************Dear BBB Customer Relations Advocate,
After further review of the account, we see that the merchant has multiple accounts still open with us. We will credit back the $495 *** due to you having an open account, MID: ****************, however if the account is closed the *** will be billed.
Inactivity does not close out an account, per the terms and conditions of the contract it is the merchants responsibility to contact us to close the account.
Best Regards,
EVO Merchant ServicesInitial Complaint
07/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We entered an agreement with TSYS/Transfirst 07/08/2016 as a referral partner program in which we are paid a monthly residual for each business that we referred to them for merchant services and an account was opened. Since then, we only made on referral and received monthly residual payments for the one referral since 2018 for less then $2.00 per month in residual payments. On 06/05/2024 our bank account was debited in the amount of $30.99 with a memo of a monthly fee. We were never informed that there would be a monthly fee being charged prior to the charge hitting our account. We immediately reached out by phone and email and have been fighting with Transfirst/TSYS since then to refund the authorized charged to our account and to immediately close the residual partnership account. They have refused to refund the fee claiming that it was correct, will not provide a decent explanation of why we are being charged and have refuse to close the account as request. We have contacted our bank to get a refund of the authorized charge and are awaiting the outcome. We want this account close, the fee of $30.99 refund and not further contact from the business once that is done.Business response
07/19/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: ********
Consumer Name: ***************************
Merchant ID number: **************Dear BBB Customer Relations Advocate,
We are writing in response to the complaint filed by *************************** regarding case #********. We appreciate the opportunity to address this matter and provide clarification.
Upon receiving the complaint, we promptly investigated the issue surrounding the $30.99 fee that **************** believed was charged in error. We have since reached out to **************** and informed her that we have processed a refund for this charge. During our communication with her, she confirmed that she has not yet received the refund.
To resolve this matter swiftly, we are continuing our communication with **************** to ensure she receives the requested funds. We have verified that the account referenced, **************, was canceled and should not incur any further charges.
Initial Complaint
07/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company didn't inform me that they'd be charging my card 5 times after I put my information in to pay my suite rental. Each charge is $1 and there's nothing stating they're doing this. The app is also run down and old. I contacted customer support and they cannot find the charges even with all the information I provided. They also kept me on the phone for a really long time and refused to get me a supervisor and they're also overseas.Business response
07/12/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21937017
Consumer Name: *****************
Merchant ID *********************************************** Customer Relations Advocate,We have reached out to the complainant, ******, via phone and email. He responded through email saying that he used his credit card to pay for a salon suite rent. Hence, we have identified and confirmed that they were neither a merchant nor consumer of any products or services offered by Global Payments and its subsidiaries.
We advised them that we do not have visibility on the said transactions, and they must contact the business who charged them or to contact their issuing bank to dispute them.
Dear ******,
We appreciate you for bringing this to our attention and we hope that this will be addressed and resolved by the relevant party/company.
Thank you,
Escalated Support Services
Customer response
07/12/2024
Complaint: 21937017
I am rejecting this response because:
This company is so dishonest!!! Avoid at all costs. Their name is on the receipt because they processed the payments 5 times and they're denying responsibility. It literally says their name on the receipt!!!Sincerely,
*****************Business response
07/18/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21937017
Consumer Name: *****************
Merchant ID *********************************************** Customer Relations Advocate,After we were notified that our initial response was rejected, we revisited the image of the receipt he attached. Contrary to his claims, there was no company name showing on the receipt.
We reached out on the same day, July 12, 2024, to the consumer via email requesting to have another invoice which shows the company name of the payee/******. We sent follow up emails on July 16 and today, July 18, 2024, to the consumer but we have not heard back.Thank you,
Escalated Support ServicesInitial Complaint
07/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
In June of 2023, I transferred our Merchant account from ********************** STL Cayan to Global STL Open Edge View which was compatible with our Electronic Medical Records software. I was never told during this process that I needed to cancel the merchant account with *****. Our statements for the Cayan account stopped coming in the mail to our office at the time of the transfer (June 2023). This led me to believe that the account was closed. I just found out in May of 2024 (I do not have access to the owner's bank statements) that we were being billed for both merchant accounts since June of 2023 even though there was no activity on the Cayan merchant account. From June 2023 to May 2024 our merchant fees for the Cayan account totaled $3,344.35. Upon learning this, I contacted customer service with **********************. I was told that they could refund us for the last three months that we were billed but they were not authorized to give us a full refund. I tried contacting the sales representative that opened the Open Edge View account for help, but he did not respond to two emails that I sent asking for help. I feel that the lack of communication from our salesperson resulted in a costly error that we are being held responsible for. This is a small medical practice with only one physician. We simply cannot afford to pay merchant fees for an account that appeared to be closed.Business response
07/11/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21927814
Consumer Name: ***************************
Merchant ID number: ***************Dear BBB Customer Relations Advocate,
We called and left a voicemail for *************************** and we will continue to try to get in contact with her to answer her questions regarding a refund.
The merchant states they had an account with Cayan a ********************** company and then opened a new account with OpenEdge that is also owned by our parent company Global Payments, however, OpenEdge and Cayan are independent of each other. The merchant never contacted Cayan to close their account when they opened the new account with OpenEdge.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 the merchant attached in their complaint clearly shows the billing for the 2 different companies. Global STL Cayan and
Global STL Global. The descriptor didnt switch from one company to the other but were each billed separately since we are 2 different companies. We would expect that when the Cayan 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 that this account was no longer needed, should be closed, and billing ceased. The contract states the business needs to notify us within 90 days of any billing disputes, and we are offering a 90-day refund to the merchant.
Initial Complaint
06/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I canceled a ProPay account. They refute the cancellation and continued to charge my account a monthly maintenance feeBusiness response
07/03/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21866866
Consumer Name: ***********************************
Merchant ID number: ********Dear BBB Customer Relations Advocate,
We can confirm that a ProPay account was opened on 11/02/2022 with us. We have no record of the customer attempting to close their account, by phone, email, or chat, until 6/18/2024, when she called in asking why she was receiving emails stating she was being charged a monthly maintenance fee. When she called us on June 18th, 2024, she had $1.55 on her account balance. We attempted to transfer it to her bank, but it was rejected, causing a $10.00 fee to her ProPay account. We refunded that fee back to her, taking her account back to a $1.55 balance. That fee was then taken as a maintenance fee, allowing her account to be closed. In total, she has been charged $54.83 in maintenance fees since 11/04/2023. We discussed with her on the phone that the maintenance fees are non refundable unless you are renewing the account. We tried to reach out via phone to ********************** on July 1st, 2024 and left a voicemail for her to contact us if she still has questions regarding the maintenance fee. We called again today, July 3rd and were still unable to make contact with her. As previously stated, the maintenance fees are non-refundable.
Initial Complaint
06/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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Customer Complaints Summary
240 total complaints in the last 3 years.
66 complaints closed in the last 12 months.