ComplaintsforGlobal Payments, Inc.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I discovered last week that I was charged $49.95/mo from Jan-July and $69.95 in August of 2021 for "PCI non-compliance". I never knew that I was out of compliance and the first time I got an email about staying compliant was in June '21 at which time I spoke with a rep ***************************** and with his assistance, filled out all of the online forms to ensure I was in compliance. At that time, he didn't indicate that I was or had been non-compliant and I was not told that I had been charged since Jan the $49.95 fee per month. He and I spoke a few times that month and he was kind and helpful. He assisted me in getting some of the merchant fees reduced. I even asked what happens when one's system is out of compliance and he explained that this would result in a charge of $49.95 until one was in compliance- I made a mental note to avoid this happening. I filled out a survey for them recently and was contacted by another **** ******************** as I indicated on the survey that I felt that the new quarterly PCI compliance process was tedious and also that I was concerned about my ever increasing costs for merchant fees. It was then, upon looking at my monthly online statements that I discovered these monthly charges. He looked into the situation, spoke to his supervisors a few times, and was told that they could only refund me the charges for July and August and that there is no appeal. I was stunned, especially as I'd spoken to ****************** a few times in June and wasn't told that there was a former problem or that I'd previously been charged. Also, I would've assumed that I was in compliance in June as he helped me feel out certain online forms which took a substantial amount of time. This company has generally offered excellent customer service in the past and I would like to keep using them as my credit card processor. I am only seeking to get additional reimbursement for these charges from January- June 2021 that I feel are unfair. Thank you for your assistance in this matter.

  

  Business response

  03/29/2022

  Response is attached thanks!

  Customer response

  03/31/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Sales **** ****** entered our business a few years ago, when we originally had TSYS. The sales rep advised that TSYS was NO GOOD, and that he could get us with a better company who would give better rates. He signed us up with another company, which we had for 1 years. ***** then left the company he replaced our contract from TSYS with and went to work for TSYS. ***** advised us that he could write us a contract with TSYS and that we could pass on the processing fees to our customers, and that we would NEVER be charged any additional fees. Nothing was notated on the contract, and we believed ***** to be representing the company in a honest light. Unfortunately, he was not. This company has continued to charge fees, and they advise of these fees in a way that clients do not see. Today I authorized my wife, to cancel this account. She called in and spoke with Keinshin. I spoke with Keinshin and gave her permission to speak with my wife, ********. Keinshin advised they could not cancel an account verbally. We ask to speak to the supervisor. We were transferred to ****** who refused to allow us to cancel verbally. He advised we needed to send a letter. He refused to give the fax number for our cancellation letter-because he did not speak with me directly, however, I had already given Keinshin my permission for my wife to proceed with cancellation. This company is purposely making the cancellation difficult, in order to keep accounts. They want businesses to NOT cancel, and to slow their cancellation down, if not stop it all together. We are requesting assistance ensuring that the cancellation gets processed, and we received a return label for their equipment. We also want no further solicitation from this company. Their business practices are shady, and I can now see why they are rated so low, with the amount of complaints against them. We have emailed them a copy of this cancellation too.

  

  Business response

  03/04/2022

  Better Business Bureau Inc.

  Case Number: 16743278

  Consumer Name: KNAPPS EXHAUST AND WELDING

  Account Number: **************

   

  Dear BBB Customer Relations Advocate,

   

  Sequence of Events

          February 8, ****, the merchant and his wife called client support to close their account. They were advised that verbal requests must be accompanied by a letter of cancellation, the details of which were explained. Because the account had processing in early February, the acct needed to remain open for the month.

          February 9, 2022, the completed form was received and processed which put the account in pre-cancel status; the account was set to automatically close in 30 days.

         February 28, 2022, the account was force closed by the ** SME thus completing the cancellation process.

    

   The issues risen in this incident have been reviewed by our leaders and although the Support team followed the proper steps, a review will be conducted to ensure all team members are explaining the terms properly and clearly.

   

  Thank you for your time.

   

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

  Process Improvement Specialist

   

  Global Payments

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

  Customer response

  03/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Despite the poor customer service and the poorly written emails-the account is closed, which is what I requested. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I once used this merchant services provider for a very modest sole proprietorship. I have not received services from them for years, and the business that I used them for no longer exists. They have continued charging me monthly fees for credit card processing even though I was not processing credit cards, and those fees have increased dramatically over the months, costing me thousands of dollars which they directly debited from my checking account. A few months ago, I called them to try to get them to stop, and they were not able to locate my account or stop charging me. Eventually, I had to put a stop payment on the fees with my bank, which was the only reason that the debits stopped. A representative from this company later stated that he would send me a check for the last few months of debits, totaling $456.00 -which should give you an idea of how much they have been charging me despite me not using their services- but to date, no check has arrived. This billing practice is clearly predatory and unreasonable, and they did not follow through with the modest resolution that they themselves suggested. I would like them to refund the fees that they have charged me for the full period of time that I have not been using their services, dating back to the month that they actually processed the last credit card transaction on my former sole proprietorship's behalf. I do not think it is fair or reasonable for them to keep money that they were debiting from me during the months that I was not using their services.

  

  Business response

  01/27/2022

  Hi,

  The response is attached. Thanks!

  Customer response

  01/27/2022

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my service with this company. Received confirmation that no additional charges would be made and there were no outstanding charges as of 11/18/21. On 12/02/21 $40.16 was taken from my account. Several emails and phone calls have gone unanswered. On the advise of my bank, I am closing the account. I would like the $40.16 back if possible. (Via check now that the account is being closed.)

  

  Business response

  01/20/2022

  Response is attached

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The basis of my complaint revolves around the $1250.00 that my account was charged in non-compliance fees from February 2021 to November 2021. The $125 per month fee represents a ****% increase in fees that TSYS and ************ implemented beginning in December 2020.Before ************ began handling compliance, TSYS, and their compliance contractors, sent emails notifying customers that compliance was coming due. This occurred every year since 2014. I have included a scan of one of these emails and the follow-up email confirming that compliance has been completed. Customers, like myself, had every reason to believe that these emails would continue.TSYS hired ************ in either late 2019 or early 2020 to handle compliance. I received an email from ************ on February 13, 2020, that explained that they had registered me for compliance. I completed compliance when this email was received from ************.Neither ************ nor TSYS have sent any communication to me regarding compliance or non-compliance since February 2020. TSYS customer service reps have informed me countless other customers were not sent follow-up communication on compliance and non-compliance. They did not notify customers that they would not be sending these notifications. This failure to inform customers that compliance is coming due is a significant part of this complaint.TSYSs change to ************, the companys failure to send compliance notifications, and the ****% increase in non-compliance fees combined offer these companies a major source of new revenues. Their unwillingness to acknowledge that they created the non-compliance problems by their change in processes and procedures and unwillingness to refund the non-compliance fees reinforces the belief that this was a conscious decision by these companies to increase their revenues. I am requesting a $1250.00 refund from TSYS and annual notification that compliance is coming due.

  

  Business response

  01/05/2022

  Hello,

  The response is attached. Thanks!

  

  Business response

  01/12/2022

  Sorry must not have attached the first time. 

  Customer response

  01/21/2022

   
  Complaint: 16334545
  
  I am rejecting this response because:

  Why does this company continue to evade the questions I asked?  There responses all relate to what I have or have not done.  Why do they avoid answering my questions about their suppression of my email address? Their suppression of my email is the reason compliance was not completed.

  I am again asking them to provide details on why my account email address was suppressed.  Their failure to answer these questions reinforces my belief that they did not contact me and many other clients in an effort to generate additional fees after they increased the non-compliance fees by 1,300%

  Please refer to my past requests and provide the information 

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

  

  Business response

  02/01/2022

  Hi,

  The response is attached. Thanks!

  Customer response

  02/02/2022

   
  Complaint: 16334545
  
  I am rejecting this response because:

  I have used this email address for over 25 years.  This is the 1st time any individual or company has had problems sending me emails.  This email address is the same email address I have used for this complaint with the ******* BBB.  This is the same email address that ************ and Global Payments have used in the past.  

  This issue is one that Global Payment should have addressed to eliminate the problems with their mail system.   The "suppression" only became an issue when TSYS / Global Payments implemented a ****% increase in their non-compliance fees.  Global Payments also failed to mention that they have implemented a "monthly billing" fee which further increases the cost for smaller vendors like myself.  As a vendor who used credit card processing only a few times a year, these fees and their lack of concern for their customers is appalling.

  I am again requesting proof that Gobal Payments, and their sent affiliates, sent notifications that compliance was coming due and that the email was rejected by my email provider.  .  
  Sincerely, 
  
  ***************************

  

  Business response

  02/28/2022

  Hello,

  The response is attached. 

• Initial Complaint

  11/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I somehow got signed up with this company through the nc lottery. I've been charged over $100 in fees for some transactions that nc lottery claims I made without enough money in my account when I can prove from my bank that I did. I want my money back and that's all.

  

  Business response

  11/29/2021

  Hi,
  The response is attached. Thanks!
  See Attachment/File: 11292021_Cynthia *******.docx

• Initial Complaint

  11/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We have been attempting to contact this company for 9 days with no response. Here is the summary of our issue ... After waiting on hold for a customer service rep for nearly an hour, I decided to hang up and send you an email. I need some type of understanding around how we have continued to be charged for nearly a year and a half for a service which we cancelled. To this point, you owe us over $1,500 and would like an explanation as to when you will stop deducting money from our account and how quickly we will be reimbursed for all of these fraudulent charges. Thank you. Merchant # XXXX-XXXX-XXXX-XX

  

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/22) */ I have attached the response. Thank you!

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My capital one account was hacked and someone used it on the Virginia lottery site. When I checked my account there were two charges one for $25 and one for $50, same day. I contacted my bank and filed a fraud claim for the amounts. A few days later I received a letter from Global Payments saying that my account was sent to them from Virginia lottery. I contacted them directly that same day. I explained what happened talked to TWO different sections and they are still harassing me! I have gotten three letters and probably 50 phone calls, this is absolutely disgraceful! I refuse to take their calls anymore and want them to stop leaving me harassing messages. I don't know what else to do. I've notified them it was my account hacked but they will not stop. My bank refunded me the amounts so they verified it was fraud but this place just won't quit! Please help.

  

  Business response

  10/27/2021

  Business Response /* (1000, 5, 2021/10/14) */ Better Business Bureau, Inc. Case Number: XXXXXXXX Consumer Name: ***** ****** Our Account Number: BOGR6139 Sent Via: Email Dear BBB Customer Relations Advocate, Global Payments Gaming Services Inc. (GPGSI) is a third party payment processor. We provide check and ACH guarantee services to Gaming merchants that accept physical, electronic checks (ACH) and WEB based transactions for services throughout the U.S. We received your correspondence on 10/12/2021 and have reviewed the facts within our operating system. On 8.21.2021, the consumer of record enrolled into our VIP Preferred Program with our client NEOPOLLARD INTERACTIVE which allows consumers to process WEB based transactions. The following information was utilized during the enrollment process: Name: ***** ****** Address: 6139 RIVER FOREST DRIVE MANASSAS, VA XXXXX Phone: XXX XXX 6503 Email: ***********@YAHOO.COM Routing Number: XXXXXXXXX Account Number: XXXXXXX9410 Bank Name: CAPITAL ONE 360 On 8.21.2021, a transaction was processed and guaranteed by our organization for $25.00 utilizing the CAPITAL ONE 360 account that was enrolled. On 8.26.2021, the transaction was returned for INSUFFICIENT FUNDS by the consumer of record within our operating system. In addition, a service fee was assessed of $50.00 per our Terms of services In lieu of the most recent information provided, we have ceased all calling activities and have placed the account in a Do Not Contact Status. In addition, please be assured that our organization as of 10.14.2021 has written off the claim as a loss and the consumer of record has been disassociated from any financial obligation as a result of the reported fraudulent activity. We thank you very kindly for the opportunity that was created to address the consumer's concern. If you require any further assistance, please do not hesitate to contact us. Best regards, George Carson

• Initial Complaint

  09/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a global payments account in order to properly collects funds through TYSYS via recurly (an automated billing company for subscriptions). All three companies take a percentage cut of sales. I was recently noticed that a "free trial" for global payments analytics was ending. Which I never signed up for. The email went on to explain that if I didn't call to "end the free trial" I would be automatically enrolled, and charged an additional $45 a month. When I called they explained that clients are "auto enrolled" I to this "free trial". And that if no action is taken, they will remain in the program and be billed monthly for it. This seems like a highly unfair practice and I'm shocked that they could get away with this.

  

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/10/21) */ Better Business Bureau Inc. Case Number: XXXXXXXX Consumer Name: **** ***** Account Number: XXXXXXXXXXXXXX Dear BBB Customer Relations Advocate, Thank you for your inquiry into the above referenced case. We have reached out to the customer and have confirmed that they contacted our support directly regarding this issue. He has requested from our support to opt out of the Analytics and Reputation Management program and I have confirmed that has been completed as requested. Mr ***** will see no further communication or billing in regards to this matter. Should Mr Healey have any additional questions regarding this matter we would be happy to further assist. I have provided my contact information below. Sincerely Brad Karstens Operations Manager XXX-XXX-XXXX **********@tsys.com

• Initial Complaint

  09/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  FLAREACCOUNT - METABANK - NETSPEND ACCOUNT # XXXXXXXX On or about 7-21-2021, ******* *** discovered his Flare Account had been compromised since the beginning of April 2021. Mr. *** said his card had been stolen, or used without his knowledge. Mr. *** is disabled and lives a Housing complex for the disabled. Once Mr. *** realized his card was comprised he filed a police report with Tulsa PD. Mr. *** reported the unauthorized charges to Flare .Mr. *** does not understand how Flare could say 'no error', when charges were made without his permission. Mr. *** believes he was taken advantage of due to his disabilty. Mr. *** can not understand why TSYS would also take advantage of him. Mr. *** reported his card stolen and the unauthorized use was reported to the police. Mr. *** is protected by FDIC guidelines and believes he was not treated within the scope of FDIC rules and all applicable laws / regulations.

  

  Business response

  10/07/2021

  Business Response /* (1000, 8, 2021/09/27) */ Contact Name and Title: Shannon ******** Contact Phone: XXXXXXXXXX Contact Email: *********@tsys.com Thank you for your inquiry into the above referenced case. We are unable to locate the Card Account referenced, using the information provided in Mr. ***'s complaint. In response to this communication, a member of attempted to contact Mr. *** to obtain additional information but she was unable to speak with him. If Mr. *** requires further assistance with this, he can contact us at ************ between 8am-5pm. Thank you Lilia ****** Director Customer Experience

*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. ↩