Complaints

This profile includes complaints for Global Payments, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Global Payments, Inc.

  3550 Lenox Rd NE Ste 3000 Atlanta, GA 30326-4334

  
• 

  Heartland Payment Systems LLC

  1328 N Celestine St Post Falls, ID 83854-6915

• 

  Heartland Payment Systems, LLC

  689 W Fisher Rd Post Falls, ID 83854-9427

• 

  TSYS

  1 Tsys Way Columbus, GA 31901-4222

  
• 

  Heartland Payment Systems, LLC

  3311 W Elmhurst Ave Spokane, WA 99208-4705

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.

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  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.

  On December 4th 2022 TSYS/Global Payments accidentally double charged almost 100 of my customers. I did not know this and began receiving calls about double charges. When I contacted TSYS/Global Payments they denied any problem and told my customers to go ask their bank. A week later the complaint started pouring in I contacted TSYS/Global Payments again and again they denied the issue. I went on their website and actually found a number of duplicates and pointed them out to TSYS/Global Payments. When I did this the tech support technician pretended to suddenly find the duplicates and admitted the problem. TSYS/Global Payments Chargeback Department's suggestion was to just let all the customers get angry call in complaints and they would reverse the charges. I explained this was a terrible idea and I wanted the charges reverse immediately. They finally admitted that they were actually secretly reversing the charges all this time without telling me. Admitting that they knew there was a duplicate problem and just denying it when I called. Here are the problems. They knew there was a duplicate issue and did not admit it. They even went as far as denying it when I called. They were secretly reversing the charges without telling me which is against their policy. They suggested I just let the customers get angry and reverse the charges and maybe the ones that didn't find the duplicate I just got to keep the money. Very unscrupulous. I am curious how many other people they've done this to as I can understand why they would try to hide the fact that this happened in the first place.

  

  Business Response

  Date: 01/20/2023

  Our research found that a duplicate batch of 98 credit card transactions, originally settled out on 12/3/2022, were also settled on 12/4/2022 with transactions from that day when presented via a 3rd party POS system, used by our mutual client. 

  This was not initially flagged on our side and so when the client, *****************************, called in, he was misinformed about those transactions. Unfortunately, it wasnt until we started to receive disputed transactions (in the form of chargebacks) from credit card holders who had duplicate deductions withdrawn, that what had occurred with those batches in early December became apparent. 

  All of the transactions have now been reversed and so there should be no additional concerns with disputes from credit card holders. As some of the transactions were already processed as chargebacks, totaling $146.41 (for 8 transactions minus the 3 that were resolved), we will provide a one time credit in the amount of $300 to cover those transaction amounts and the associated fees. The *** deposit should deposit into Mr. ******** account in a few business days. 

  An email was sent to the client today with the above information, as well.
  

  
  

  Customer Answer

  Date: 01/21/2023

   
  Complaint: 18693540
  
  I am rejecting this response because: Not only have they NOT given any explanation for the secretive removal of money from my bank account but they CONTINUE to remove money from my bank account that they ALREADY returned to the customer. Please contact me ************************ to discuss a proper course of action. ************
  
  Sincerely,
  
  *************************

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

  

  Business Response

  Date: 01/25/2023

  We reached out to the client, ******************, and spoke with him about his concerns with the amount provided to cover the disputed transactions ($300)  and how the process for credit card holders to dispute transactions works in the credit card industry. While he indicated he doesnt agree that the process generally defaults to the credit card holder for disputes, he does understand it.
  

  He did ask for an additional credit to cover the annual fee charged to his account recently and we agreed to provide an additional credit in the amount of $300 to offset that fee, though we are unable to remove the fee. 

  Additionally, the client requested that we have the chargeback notices sent to him that he didnt initially get pertaining to the duplicate batch. We have requested that information be sent to him by our *********************** The client did confirm that he is now getting chargeback notifications to the updated email address on file with our company. 

  We have sent an email to the client, following up on the above, as well.
  

  
  

  Customer Answer

  Date: 01/28/2023

   
  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

  Date:01/05/2023

  Type:Product Issues
  Status:

  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.

  ON DECEMBER 23, 2022 I RECEIVED NOTIFICATION THAT A HARD INQUIRY HAD BEEN PLACED ON MY CREDIT REPORT THROUGH TRANSUNION BY TSYS. I CONTACTED TRANSUNION TO ADVISE I HAD NOT GIVEN AUTHORIZATION FOR MY CREDIT TO BE PULLED AND I DID NOT KNOW THIS COMPANY, NOR HAVE HAD ANY DEALINGS WITH THEM. ********** SAID TO PUT A FRAUD ALERT ON MY CREDIT REPORT AND FREEZE MY CREDIT AND CONTACT THE COMPANY TO REQUEST THE HARD INQUIRY BE REMOVED. I HAVE CONTACTED THE COMPANY NUMEROUS TIMES VIA EMAIL, PHONE AND SOCIAL MEDIA. I HAD ONE PERSON RETURN MY CALL YESTERDAY. SHE WAS NOT IN ***************** AND COULD NOT REMOVE THE INQUIRY. SHE ALSO CONTINUED TO ASK FOR MY CUSTOMER NUMBER. SHE DID NOT SEEM TO UNDERSTAND I AM NOT A CUSTOMER OF TSYS EVEN THOUGH I EXPLAINED THAT NUMEROUS TIMES. I WANT THIS HARD CREDIT INQUIRY REMOVED AS IT HAS CAUSED MY CREDIT SCORE TO DROP AND IT SHOULD HAVE NEVER OCCURRED IN THE FIRST PLACE AS I DID NOT AUTHORIZE IT. I WOULD LIKE TO KNOW HOW IT HAPPENED AND WHY? THIS IS FRAUD AND YET THE RISK MANAGEMENT DIVISION OF THIS COMPANY REFUSES TO CONTACT ME. I NEED SOMEONE FROM THE CORPORATION WHO IS LOCATED IN ***************** TO DO SOMETHING ABOUT THIS.

  

  Business Response

  Date: 01/18/2023

  After receiving an email from **************, it was determined that our company would request to have the hard inquiry credit check removed by TransUnion. That request to remove the inquiry was accepted by TransUnion. Please note, it can take up to 30 days before ************** sees the removal from his credit report.

• Initial Complaint

  Date:01/05/2023

  Type:Billing Issues
  Status:

  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.

  Hello,My name is *****************************, I represent Eyes On ***************, P.A. merchant account number ************* We have ********************** as merchant account provider on our Authorize.net account.We received an invoice payment from our customer on 12/20/2022, the money never settled in our account(we never saw the money)On 05/01/2023 global payments debited the customer payment from our account and debited a chargeback fee also, that is basically stealing our money.Global Payments kept our customers money, and our money also.

  

  Business Response

  Date: 01/12/2023

  We cannot locate this account within the Global Payments organization. Is it possible that the account number provided is an auth.net MID and that they should be reaching out to them? If not, please provide the Global Payments merchant ID number so we can further assist. 

• Initial Complaint

  Date:01/04/2023

  Type:Billing Issues
  Status:

  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.

  Over the past couple months after attempting to cancel services with global payments, multiple times over the phone and following the directions from the customer service representative that I talk to I was unable to stop global payments from charging me fees outside of transactions taken through them. Upon signing up it was my understanding I would not be charged any fees to take credit cards through my integration with JobNimbus, and the 3% fee that they charge would be taken from the customer. Over the course of the majority of this past fiscal year having use them I have continuously been charged miscellaneous fees, ranging from service fees, to compliance fees and even debit card fees. I tried to cancel with them at the first part of November, and was told that it would be successful then charged fees that month. Therefore I I tried to cancel with them at the first part of November and was told that it would be successful then charged fees that month. Therefore I called again. It was then supposed to be canceled yet in December over $300 was taken from my account again. I called again and the lady told me that it would be canceled and I just received another transaction from them taking $74.95 from my account. I have disputed both the December and January transaction with my bank, and what I need right now is to have my subscription with that company fully canceled, the transactions from December and January refunded to me and I no longer want to do business with this company. They have not been helpful, they have put me on a run around, tried to sidestep me, canceling offering other things, etc. Their refusal to simply cancel with me has cost me money and time. This company has been taking fees out for the better part of this past fiscal year and no matter how compliant I try to be they continue to take varying fees out of my account. Theres no set number it goes anywhere from $15-$500 and more , you never know when its gonna come out or how much it will be

  

  Business Response

  Date: 01/10/2023

  After reviewing the account we found that the merchant called in June and spoke to our corporate team. He was transferred to our team to discuss fees, but did not request to close at that time. We have no record of any further calls until 12/2/2022. Our records also indicate that he continued processing transactions until November 26th. We will not be able to refund his November statement fees. He did request to close on 12/2/2022, but the incorrect form was sent to him. We will be refunding his December fee due to this error. We will reach out to the merchant to inform him of this. The next record we have that he contacted us was on 1/4/2023. We sent him the closure form to fill out. He filled it out and sent it back that same day. The account is now closed in all systems.

• Initial Complaint

  Date:01/04/2023

  Type:Sales and Advertising Issues
  Status:

  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.

  -I had a merchant processing account back in 2018 with Merchant Warehouse. They were shortly acquired by ***** and now TSYS acquired them etc.- I canceled merchant services with ***** in May 2019 -Since May 2019 they were debiting my **** of America account for random/unknown fees. -The fee amounts really varies (see pdfs)-Jan 3 2023, I called TSYS which appears to be the company that now is running the ************** When I told the associate what was going on he immediately canceled my accounts. I told them I canceled them back in 2019 so no idea why they would be active today. Also, I have no account access to those accounts. For example prior to calling TSYS, I went to their portal and entered my email address and tried to reset passwords/login usernames and the system reported "No user found". So if I "had" an active account why would their own system say "No user found" that would mean I had no access to their systems. Also with the transition to TSYS I never signed any renew/contract. I had no idea who TSYS was until I googled that Cayan was acquired.-I just filed report (jan 4 2023 9am) with **** of America for the current year fees so I am trying to get back the fees from May 2019 till Jan 2022.Overall I am looking to get back all unauthorized fees from May 2019 till today. Since I had "0" access to Cayan/TSYS and haven't received a single email or letter about all these charges since May 2019 that account was not authorized as it wasn't in anyway in my ability to access it or be aware it was active.

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service Issues
  Status:

  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.

  on 12/21/22 $475.00 was stolen from my ProPay account by some sort of malware attack (or so that is what I am hearing). I filed a complaint the same day the funds were stolen with ProPay, my local police department, and the agency I work for that deposits funds into this account. As of today 1/3/23 I have not been refunded my money, nor have I been provided any specifics as to what happened with my account, or when my funds will be returned to me. I know that I am not the only person who was impacted by this because one of the customer service agents implied multiple accounts had been impacted. My money should have been refunded to my account already regardless of what or where their investigation is. These were funds that were earned for work done and I am not responsible for their system being attached by malware and them not having the security to thwart the attack.

  

  Business Response

  Date: 01/18/2023

  We are still currently conducting a Root Cause Analysis (RCA) of this Account Take Over event that occurred. This is a large-scale project with several teams involved, and it will take some time to dissect how the fraud was perpetrated.  We will make sure to send out updates to the customers impacted by this issue once we have any updates to provide.  

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18676199
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/23/2023

  We cannot reply to this response as it is blank with no context. We kindly request the customer to re-send the response so we can take action appropriately.

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18676199
  
  I am rejecting this response because it has been over a month since the funds were taken from my account. If this were a legitimate institution my funds would have be refunded to me while they sorted our their issue with their system. Not penalize me for someone breaching their security. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  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 hired Global payments for credit card processing. After receiving non functioning equipment three times and spending much time in support we had to manually enter credit cards because the machines did not work. Then after manually entering too many cards our account was put on hold and we were unable to get in touch with the person who contacted us. As it turns out, she was on vacation. Since couild not contact that department we reached out to tech support again and finally received a working machine. Despite this all our funds are still on hold. We have jumped through hoops and spent literally hours on the phone (I just spent almost 2 hours on the phone with no resolution, despite the fact that it was clear that they had made a mistake- not us.) We just opened and this is devastating. I was told the problem was fixed *****, and that is when they finally sent a working card reader. I have multiple case numbers. This is taking our hard earned money illegally and holding it for their error. The risk person finally returned my call today (8 days later), she was extremely rude and threatening and lied saying she had left 3 messages, i said this is the first call we have had from you and she replied she had been on vacation. Told on herself for lying on the spot. This is the person responsible for putting our account on hold.

  

  Business Response

  Date: 12/30/2022

  12/29/2022
  Better Business Bureau Inc.
  Case Number: 06378258
  Consumer Name: *************************
  Merchant ID number: *************
  Dear BBB Customer Relations Advocate,
  I reached out to merchant, spoke first with owner *************************
  Merchant was understandably upset with regards to the issues that had happened with the devices and held funds
  I updated him that the held funds had been released and that in addition we would be refunding the surcharges for the difference between what they were charged for keyed trx versus what the *** rates would have been.
  Merchant provided me with Rhondas cell phone number as she has been handling everything
  Reached out and spoke with ******
  Apologized profusely and empathized for the issues that she has gone through
  Talked about my role in GPI and how much I wish we could have met prior to this becoming such a huge problem for her
  Merchant thanked me for validating her and what she had gone through
  I updated her on the status of the funds as well as the refund we were issuing on their surcharges
  I also sent her a brief email with my contact information so that she can reach out to me directly if they run into any issues during the account closure process, as *** was firmly decided in closing the account.
  
  
  

  Customer Answer

  Date: 12/30/2022

  I appreciate that we have finally received a response and apology. However, refunding surcharges only is not sufficient for the time incurred and difficulty that we have endured since hiring global pay ments- never having working equipment from day one and then being penalized for it. We had customers have to leave and come back with another form of payment. I estimate I spent approximately 14 hours on the phone with tech support in total in our 2 months with global payment. I lost 3 nights of sleep while not knowing whether all our checks were going to bounce. And it took filing this complaint to get any response and help.

  Our money was held for two weeks and we were unable to purchase parts and equipment due to lack of funds. Any and all fees charged by global payments as well as any fees incurred due to this holding of our funds should be refunded. 

  *******************************, Lliberty Auto Works

  

  Business Response

  Date: 01/10/2023

  I updated the customer on the status of the funds as well as the refund we were issuing on their surcharges. I also sent her a brief email with my contact information so that she can reach out to me directly if they run into any issues during the account closure process, as *** was firmly decided on closing the account.  I worked with my management and we agreed on a further credit for the merchant.  I reached out and spoke with ******, letting her know that a further credit would be issued as a courtesy due to the troubles that they had had in their experience. 
  She accepted this credit.
  
  

  Customer Answer

  Date: 01/13/2023

  After going through our bank account information it turns out that we have been charged $453 by global payments instead of issuing any refunds. We received our approx. $6000 in funds on Dec. 29, 14 days after it was put on hold, then 5 days later were charged the $453. I was told we would receive a refund of all additional fees charged for manually entering credit cards plus $150 refund for the withholding of our funds. I sent in a cancellation of our account and shipped their equipment back to them. We have received no notification of receipt of the cancellation, no notification of the receipt of the hardware and we have not received any refunds whatsoever but instead have been charged more fees. 

  

  Business Response

  Date: 01/23/2023

  We worked with *********** and have verified the account is closed. The *********** representative also sent out a verification email to the merchant on this. 
  

  We also told our finance department to redirect the refunds to be issued as an EFT rather than a statement credit since the account is closed. 
  

  We emailed the merchant an update on the status of these items once we confirmed everything. 
  

  
  

  Customer Answer

  Date: 01/23/2023

  The last email we received was on January 2, here is what is said (copied and pasted):

  
  Account Closure Form Submission
  Below is the information you submitted to ***********************************************************************
  Your submission has been received and we will be working to close your account as quickly as possible. Please understand that we are unable to schedule the date on which this account closure request is completed. Be aware that any submissions within the last 3-5 business days of the end of the month may not be processed before the start of the next billing cycle. After your account is closed you will receive one more billing statement showing the fee you paid for the previous month. If you change your mind within 6 months and would like to come back to OpenEdge, there would be no further paperwork required to re-activate your account. Just give our ********************** a call at ************** opt 3 and let us know you would like to reopen your account.

  We have not received notice of the account being closed, and were overcharged and no refunds have been sent. So far we have only received words. I did try to contact the representative for Global payments as they have received the equipment and the account closure form but have not heard back. Until all is resolved I do not feel comfortable to close this. 

  

  Business Response

  Date: 01/27/2023

  After referring to our email records, it appears the email address we sent our initial response to had a typo, which may explain why the merchant did not receive any communication from **. We have forwarded the previous email along with our apology to both of the email addresses listed on the merchants account.

  Customer Answer

  Date: 01/27/2023

  We continue to wait for the promised refunds of additional fees plus the $150 refund. I just checked our bank account. Nothing has been received. 

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  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.

  On 12/13/22 I was charged twice for one transaction by Target.com. I immediately called Target upon noticing on 12/14/22. They stated they could only see one charge, so they were unable to access the transaction to refund the amount. They recommended I contact my card to file a dispute. I contacted Propay and was informed that the second charge was actually a preauthorization and to contact Target to cancel the preauth because I could not dispute it until 5 days have passed. Called back Target and they are unable to see the preauth in their system, so they could not help me, although they wanted to. I spoke to Propay numerous times and was told I had to wait 5 days, to call back Monday 12/19/22 if the preauth doesn't cancel itself. I called Monday and was told weekends do not count in the 5 days, I have to wait until Tuesday. Today, Tuesday 12/20/2022 I am currently on the phone with Propay and being told the exact same nonsense about waiting a certain timeframe and it "might" fall off. I asked to speak to a supervisor and I am not being told it could take up to 30 days for the charge to fall off. This is absolutely unacceptable that the company of my mastercard cannot help me in matters of a fraudulent Preauth on my card.

  

  Business Response

  Date: 12/27/2022

  
  Better Business Bureau Inc.
  Case Number: 18616235 
  Consumer Name: ***************************;
  Merchant ID number: ********
  Dear BBB Customer Relations Advocate,
  
  The transactions in question **** and ****, the authorization on them has expired and the funds are returned to Jennifers ProPay account.  I tried to reach ******** via phone call but was unable to reach her. I sent her an email to the one on file letting her know that the funds are in her account. I advised if the merchant does end up collecting them she can work with our disputes team to dispute the transactions.
  
  

  Customer Answer

  Date: 12/27/2022

   
  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.  However, they did not try calling me as they stated, but I did receive their email. The funds are showing as being back in my account. However, I am still dissatisfied with the overall service I have received from Propay and will be reconsidering my renewal when the time comes. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  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 called this company dozens of times and spent many, many hours on the phone dealing with them, and as a result have lost a lot of money. I have talked to many people at this company in different departments about my problem. They have billed me for a long time with fraudulent charges for not being compliant for credit card processing. I am and have ALWAYS been compliant and have sent proof of this to many people, more than dozens of times, and it has been confirmed as received by multiple people, yet they STILL continue to charge me noncompliant fees. I have sent an email to their legal department requesting recordings of the phone calls, they responded saying they don't give those out without a court order. I have records of case numbers, names, I have kept all emails and can prove everything. When I call and give the case numbers to the person they have no record of that case number!!??? WHAT DO I HAVE TO DO TO GET THEM TO STOP CHARGING ME FRAUDULENTLY????

  

  Business Response

  Date: 12/28/2022

  Better Business Bureau Inc.
  Case Number: 06346420
  Consumer Name: ***************************
  Merchant ID number: *************
  Dear BBB Customer Relations Advocate,
  ******* was reached out on December 14th by *************************** a Client Advocate at Global Payments Integrated. **** first received a voicemail when he reached out to the merchant, but ******* did respond to an email made the same day. ******* responded the following:
    Hi ****,
  I appreciate the email, but no. I have wasted an absurd amount of my time with this issue and your company already. I'm done.
  
  -*******************************
  While this transpired **************** worked with our partners at Sysnet and they confirmed that  Jeremeys PCI standing was good until Febuaray 2023. 
  
  This is where we ran into problems with our migration to our new PCI partner ******. In the months between May and June we Migrated from Controlscan (which had this merchants PCI scan and FAQ results) to Sysnet. During this transition Sysnet required for all merchants to log into the new portal and confirm their information. This has never been done for Jeremeys account. 
  
  We can also confirm this because ******* was not charged a PCI NON COMPLIANCE FEE From March - May 2022. In March he was also issued a $390 Statement Credit for the months of April 2021 - February 2022.
  
  After the transition to our new partners at Sysnet in June he began being billed for non-compliance again due to the requirement at Sysnet that a merchant must log into their system to confirm their information. 
  
  *************************** Has attempted to contact the Merchant on December 14th, 22nd, and 28th however has not heard back from the merchant.
  
  On December 28th *************************** reached out to the merchant via phone but the merchant was not available to talk. **** sent ****** an email alsol with the resolution for the Non-PCI-compliance fee and also an offer to refund any Non-PCI-Compliance Fees assessed between June - December. As of now **** has not heard back from *************
  
  

• Initial Complaint

  Date:12/06/2022

  Type:Billing Issues
  Status:

  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.

  TSYS charged me a $169 "Infrastructure Upgrade Fee" on my November 2022 statement for payment processing. When I called to inquire about the charge on December 6, 2022, the representative informed me that my September 2022 statement had written in very small print that I "may" receive said charge of $169. That notice they gave was so small and vague and really makes no sense. I'm not sure why I should be responsible for upgrading their infrastructure. They are constantly tacking on these random fees which I must call and complain about very frequently. I have now decided to terminate their services for good, but want them to refund me the $169 fee.

  

  Business Response

  Date: 01/04/2023

  
  
  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpayments.com
  December 29th, 2022
  Better Business Bureau Inc.
  Case Number: 18532130
  Consumer Name: *************************
  Merchant ID number: **************
  Dear BBB Customer Relations Advocate,

  
  We were able to speak with ****************** on the phone today and had previously spoken with him on December 19th as well in regards to his

  complaint about the charge for the Infrastructure upgrade fee. Our primary
  method of communicating important information about merchant accounts and
  changes to billing is, and has been, via statement messages that are sent
  out each month. The Infrastructure Fee information was included in the
  September 2022 statement message, as ****************** acknowledged. This fee is
  non-refundable and ****************** chose to terminate his account with us with no
  penalty, as is his right according to his contract. We can verify his account
  is officially closed and he will receive no additional billing.