ComplaintsforPayroc

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Payroc is an untrustworthy company. I strongly advise against engaging in any business dealings with them. Their customer service is abysmal. I was instructed to close my account in order to process a refund, only to be transferred between multiple departments, ultimately ending up back where I started. To my disbelief, I was then informed that the refund could only be processed if the account remained open. This contradictory information is unacceptable. Despite being misled, I am now left with a closed account and no resolution. Email me with questions- *************************** It's worth noting that they record their calls, yet they can't even provide effective assistance.

  

  Business response

  06/03/2024

  Thank you for providing us with a breakdown on the issues you have faced. We look into these issues in depth and we wanted to share our findings.

  It came to our attention that you reached out to our support team on May 30th, 2024, to initiate the cancellation of your account. During this interaction, you explained that the services had been discontinued in November 2023 following the closure of your business. Our support team noted that despite your request, there was activity on the account in February 2024, where a single transaction occurred on 2/7/2024 for the amount of $2271.50. Furthermore, there were no previous instances of cancellation requests associated with the account, leading to its continued operation.

  During the call on 5/30/2024, our team informed you of the fees attached to the account, which included a monthly fee and a PCI Non-Compliance fee. It was clarified that the compliance responsibility rested with the account ******, and the last compliance verification took place in September 2022, prompting the imposition of the non-compliance fee.

  Subsequently, a closure letter and Docusign form were emailed to facilitate the termination process, which you acknowledged receipt during the call. Consequently, the account was successfully closed on the same day. Upon contacting our PCI team, it was confirmed that the closure process had been finalized, thereby impeding the compliance procedure from being carried out.

  We deeply regret any confusion that *** have arisen during these interactions. As a goodwill gesture, we are issuing you a refund totaling $199.90 for the fees incurred in March and April 2024 will be issued to you via ACH in 7-10 business days.

  Should you require any further assistance or clarification, please do not hesitate to reach out to us. We value your feedback and are committed to ensuring your satisfaction with our services.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For my company, I signed up with Payroc in July 2022. The reps were helpful with the sign up/ installation process. As of April 2024, I noticed that a monthly fee was debited from my account since August 2022. In amount has increased over time to eventually add up to $1400-$1500. I reached out to the company to be told that is a fee that is charged when a company is not PCI compliant. They proceeded to send me an email to complete an assessment to become complaint. Mind you, I have never been sent this email or walked through this process prior to now (May 2024). As I am going through the assessment, it is asking me IT questions that I wouldnt know because I did not major in IT. I reached back out to Payroc to see if I can get assistance with this. The rep over the phone was able to log into my system and complete the assessment. I asked if this was a common issue with the company and he said it does happen often! If it was that simple, why wasnt this done back in 2022 when I initially purchased the card terminal? Why wasnt I made aware of this in the beginning? As a business owner, I would not intentionally accumulate unnecessary fees. I am requesting a refund for every transaction debited from my business account since August 2022 due to the fact that I was unaware of being complaint.

  

  Business response

  05/09/2024

  Thank you for your response and allowing us the opportunity to further investigate this matter for you.

  
  Your account was established with us on 8/5/2022. At that time, emails would have been sent regarding the setup of your online portal account, ******************** Insights. Additionally, a notification from our *** provider, Securetrust, would have been sent to you containing details about the *** scan and questionnaire.

  
  On 8/16/2022, you contacted our training and implementation team regarding the setup of your P3 terminal. During this conversation, the team member inquired about your receipt of the portal invite. It was confirmed that you had received it but had not yet initiated the setup process. You were advised to reach out to our merchant support team in case of any difficulties.

  
  I have enclosed a copy of the application agreement utilized during the setup of your account. Page 4 notates the non-compliance fee, which subsequently increased to its current rate. Attached are the statements from Feb 2023 and November 2023, notifying you of the *** non-compliance and the fee increase at least 30 days prior to implementation.

  
  The Securetrust system routinely notifies you of non-compliance each month via email. Enclosed are the records for the last 12 months, along with an example template that would have been sent to you, customized with your account details.

  
  Upon reviewing our Securetrust *** portal, it appears that the email address requested a password reset on 4/18/2024 subsequent to contact with our merchant support team. We sent to you, via email, a guide on completing the *** module to facilitate your compliance. A call was then placed with our Training and Implementation team to provide assistance with the *** process. Although you had completed a majority of the questions, the notes indicated that you had linked this to a website account instead of the terminal for which this account is utilized. The team rectified this setting on the questionnaire you had started, enabling you to finalize and submit the scan, which was successfully completed as of 5/8/2024.

  
  As discussed during the previous conversations, we are able to offer a goodwill refund equivalent to 2 months of non-compliance, now that compliance has been achieved. This refund has been processed and should reach you within 7-10 business days.

  Customer response

  05/14/2024

   
  Complaint: 21678385
  
  I am rejecting this response because we never received any initial emails regarding PCI compliance (or else we would have completed it). We also never received any monthly emails either. We check our emails several times a day. 
  
  Sincerely,
  
  *****************************

  

  Business response

  05/14/2024

  Thank you for your response. As indicated in the previous correspondence, notifications were indeed dispatched to the email address ********************.
  
  Attached is a document illustrating the timeline of these monthly emails. This document contains copies of the emails sent to you, along with their respective subjects. The initial communication sent to you was the welcome email and password setup message on 7th August 2022. Subsequently, 20 additional reminders were sent, one per month, to alert you of your non-compliance. On 18th April 2024, a request for a password and email change was made, resulting in the email address being updated to ********************************** *** questionnaire was successfully completed on May 7th 2024, followed by the scan completion on May 8th 2024 after the call with our training/install team.
  
  While we understand this may not be the desired outcome,regrettably, we are unable to offer an additional refund which is now already processed, for the *** Non-Compliance fee due to the email notifications that were dispatched. Please do not hesitate to reach out if there are any other ways in which we can be of assistance.

  Customer response

  05/14/2024

   
  Complaint: 21678385
  
  I am rejecting this response because I would like a copy of every email sent to me (please re-forward what was already sent, not the document you sent). I check all my emails religiously (even spam), and I can assure you, I have not received any non compliance emails. 
  

  I am still requesting a full refund due to me not knowing about a PCI compliance requirement. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I originally signed a contract with ****** for 2 years. We have live out our contract with this company and have switch companies. I stoped using ****** in July 2023. We were obligated to use clover/payroc due to ****** using them to process the payments. I called in march of 2024 to cancel my account after learning I was being charged for the system even though I could not use the system. I was charged a total of $833.10 in fees between Aug 2023- February 2024 not only that I was charge a cancelation fee of $595 on March 20, 2024. I called Payroc to discuss this and I was told I signed a 5 year contract and I was terminating my contract early. I was not aware that I was signing a 5 year contract as I would not have done this because the original vendor contract was only 2 years. I called and asked for the contract that I signed that says 5 years. They sent over the contract and it was not mention in the contract. It mention a $525 fee if equipment was not returned but I bought the equipment at the beginning. The nice representative over the phone spoke with the sale rep and the rep said he would not give me a refund. He would only give me a refund if I was to become a client again. I can not become a client again as I don't have the original vendor. This has been a huge inconvenience for me and my business. I had not had any issues with clover until I realized I was being charge for services I was not using and I was charged a early termination fee. I do not and will not recommend Clover/payroc

  

  Business response

  04/17/2024

  Thank you for bringing your recent experience with our company to our attention.
  
  Upon thorough investigation, I have carefully examined the details of your complaint and would like to provide you with a comprehensive breakdown of the events.
  
  The MID in question (***************), was approved on 6/16/2021 and subsequently closed on 3/13/2024. The account ceased processing on 7/8/2023 and upon reviewing the case history, there were no prior communications with our support team regarding the termination before the processing halt. The last interaction recorded was on 2/17/2022 under case #********, addressing batch reconciliation.
  
  Your call to our support team on 3/13/2024 facilitated the account's termination on the same day. According to the terms of our contracts at Payroc, which span 4 years, an Early Termination Fee is applicable due to the account closure within this period. The contractual term of 48 months is stated on Page 18, Section 16.A of your terms and conditions which I have attached.
  
  Given that the Clover equipment was a purchase made by you, there is no requirement for its return, and no fee will be imposed for retaining the device.
  
  As a gesture of goodwill, we are going to issue a refund equivalent to 2 months' worth of service fees for your January and February 2024 statements, totalling $250.20. This refund will be processed and reflected in your account within 7-10 business days.
  
  We sincerely apologize for any oversight in communication that *** have led to a misunderstanding of our Terms and Conditions.
  
  Thank you for your understanding, and we appreciate the opportunity to address your concerns so that feedback can be implemented to future interactions and processes within Payroc.

  Customer response

  04/23/2024

   
  Complaint: 21580062
  
  I am rejecting this response because:I was never told there would be a $595 fee for cancelation let alone a 48 month contract. Its unethical business practice for a third party company to 1. not tell its customer about the terms of the contracts and 2. Have a contract that is longer than the original vendor. I fulfilled my contract with ******. It's not that I don't want to use clover/ Payroc. I can not use it as I don't have the original vendor to process the payments. 
  
  Sincerely,
  
  *****************************

  

  Business response

  04/24/2024

  I appreciate your follow-up response. I had previously contacted the sales office that facilitated the establishment of your account.Regrettably, there appears to be no correspondence with you or ******, regarding the possibility of adjusting the term to align with Payrocs terms and conditions.
  
  Given that Payroc operates as a distinct entity, the terms and conditions were provided to you along with the application necessary for the approval of your Payroc processing account. Your application indicates that you acknowledged and accepted these terms on the final signature page.
  
  It is important to note that our system does not necessitate the use of third-party software, as we seamlessly integrate with the Clover POS system. Regrettably, we are unable to waive the early termination fee for this account as both companies maintain separate terms and conditions.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Payroc took out $595 of my account on Feb *********. They took the money out of my account without ever setting up their payment processor. Their salesman ********************* came by the shop around February 3rd of last year to sell me with his payment processor to get lower CC rates. I told him that I wasnt available sometimes at the shop because I also do mobile work. We verbally agreed that the following Tuesday that his worker would come out and install the software/Hardware. Worker never showed up to install the software. Never even called me to set up another date. But come to find out that theyre still charging even though I cant use their system because they never set it up. Then I go through their customer service to see if I could get this cleared up and they say that the salesman has to refund the money that they cant do anything. So after about a week of not hearing anything back at all, Im just assuming its a lost cause. This company doesnt care about their customers and is only in it for the money. I recommend you never do business with these people.

  

  Business response

  03/08/2024

  Thank you for bringing the recent issues you encountered with our services to our attention. I appreciate the opportunity to address your concerns and provide clarification. After thoroughly reviewing your account, here is the information I have gathered:
  
  1. A signed application was created on 2/20/2023, indicating your intent to utilize our service (see attached).
  2. On 2/22/2023, a $1 test transaction was processed by yourself during a training install with our sales representative. This was done to ensure that your account was properly set up and ready for processing.
  3.Following the test transaction, no further transactions were recorded on your account.
  
  On 2/8/2024, your account entered full suspense due to multiple ACH rejects caused by insufficient funds. As a result, the account was subsequently terminated due to these rejected/uncollected fees. An ETF was applied to the account at this time.
  
  The payment has since cleared, and I have taken the initiative to expedite the refund process. Typically, this process takes 7-10 business days. However, I have reached out to our settlement director, who has processed your refund as a rush request. As a result, you can expect to see the deposit back in your bank account within 1-2 business days. This refund of $595 is in addition to my approval to waive overdue fees of $114.20.
  
  I sincerely apologize for the negative experience you have had with our services. It is our utmost priority to ensure a seamless and satisfactory experience for all our customers. We value your feedback and will take the necessary steps to prevent such issues from occurring in the future.
  
  Once again,I appreciate your patience and understanding throughout this process. Should you require any further assistance or have additional questions, please do not hesitate to reach out to our customer service team. We are here to help. We look forward to hopefully servicing your business again in the future.
  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I USED THIS COMPANY TO PROCESS MY CREDIT CARDS OR MY COMPANY AND AFTER THEY DIDNT HELP WITH A ISSUE THEY CALLED AND A LADY NAMED ***** MADE THREATS TO ME AND MY STAFF AFTER SGE DIDNT FOLLOW THE *** IN THIS STATE AND WANTS ME TO PAY THEM WHEN THEY BROKE THE *** AND I HAVE FILED A POLICE REPORT AND THEY STILL CALL

  

  Business response

  01/09/2024

  We have thoroughly investigated the complaint regarding the chargeback on account number *************** and would like to address your concerns in detail.

  You received a chargeback in the amount of $1500.75 for **** card ending ****. The customer disputed the transaction due to issues with the vehicle repair, alleging that the work performed was inadequate and not as agreed upon. Additionally, the customer expressed dissatisfaction with the response received from the merchant. Below is a summary provided by the cardholders dispute description:

  
  I had my vehicle sent to kind of crazy customers when I had my vehicle sent they did not fix it properly. I was told that the spark plugs coil packs and air filters and other things were going to be fixed when I got the car back I drove it and it started to get check engine lights on and it just wasnt driving as I was told it would, so I asked ***** the mechanic if he would fix it he told me no that he would not because he is not liable to do it and he basically told me to s**** off. his other mechanic told me that they basically only fixed one coil pack when youre supposed to change all eight and he never discloses that with me days after the payment, and was told by mechanic that he likes to save money which why would you do that to somebody thats somebody elses decision like my decision they never disclose any of that with me so now my vehicle is barely not working wont start hardly and I just dont know what do from here.

  
  A member of our *************** team contacted the business and was advised that the merchant would be filling legal action against Payroc.Our legal teams are aware of this and have not been informed of any legal servings on the business. You then submitted documentation to our risk team after they had contacted you, which was forwarded to **** for review.Regrettably, the chargeback was ruled in favor of the cardholder due to the following reason:
  

  "In evidence merchant didnt provide payment details of disputed amount of $1500.75. Merchant didnt provide proper PII details(Card no.)"
  

  Consequently, the attempted debit from your bank account resulted in a R01 ACH reject for insufficient funds. Our collections team attempted to contact you regarding repayment of the rejected chargeback and month-end fees. We understand your frustration with the situation. However, as per the terms and conditions outlined in your agreement (see attached, page 7, section c), the merchant is liable for all chargebacks. Furthermore, the chargeback process is in accordance with **** regulations, and deductions are made at the time of the chargeback until the dispute period has been completed then credit back to the merchant or cardholder depending on the outcome. Our collections team was unsuccessful in collecting an outstanding balance after multiple attempts, in the amount of $1,563.75 which has now been passed to our external collections agency.

  
  We acknowledge the closure of your account on 11/7/2023,following your submission of a closure letter on 11/1/2023.

  
  We sincerely apologize for the experience you have encountered throughout this process. Please be assured that we adhere to the processes and regulations enforced by the card brands, including **** in this situation. We understand your dissatisfaction and would like to reiterate our commitment to addressing your concerns.
  
  
  Thank you for bringing this matter to our attention. We value your business and hope to have the opportunity to restore your confidence in our services in the future.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 24, 2023, after an art show, I contacted Retriever. My credit card processor provided by this company would not work. Was told the machine was de-activated because it hadn't been used for two months. I am an artist, and though I once owned a gallery, I closed this business in 2022 and now do independent shows. I kept the service for this. Don't use the processor when not at a show. I was not notified deactivation was a practice OR that this was going to be done. I lost a large sale at July 21 show. Retriever had been charging me monthly for a statement fee and equipment fee during deactivation. I contacted tech support twice but they were unable to re-activate the machine. Could not say why. Frustrated, I asked to cancel the service. 8/1 I requested cancellation in person and online. I also asked for a refund of the fees paid while the machine was de-activated. Was told this was impossible. *******,tech support, said he would contact me the next day, 8/2,to help with cancellation. He did not call. 8/3 I called again, referred to customer service. Was disconnected. 8/3 called again. Rep named ***** said I needed to sign a 'docu-sign' document online and contract would end in 30 days. No refunds. I did this, case# ******-1152-133355596710320113 Merchant Close letter and form indicated all parties had completed the letter. 8/4 I returned the equipment to Retriever via ***** I have the tracking no. 11/2 I realized my business account has been debited for this equipment since August, 4 months at $39.01/mo. Called ************ whose number is on my checking statements. They said Retriever had not sent them the equipment. 11/3 called Retriever who said I had not signed the cancellation form. I had (above) Retriever had sent the equipment to my old business address AFTER the contract was canceled on 8/10. *** delivered, current occupants have no tracking no. and sent it to unknown address. I am now being charged $93.62 by ************.

  

  Business response

  11/22/2023

  Thank you for contacting us regarding your recent experience with us ********. We have reviewed the account to see what has gone wrong, and I wanted to share some of our findings.
  
  On 7/24/2023, we received a call from **** regarding the terminals not being activated and encountering errors with processing. Our technical support team did reactivate the terminal which looks to have been deactivated due to non-usage and an update being required. We advised that the reactivation would take place within ***** minutes once the update had been completed on ********* device. It seems the device was stuck in a pre-activated state and our troubleshooting efforts were unable to resolve the issue immediately. During the call, our team brought Poynts terminal support on to the call, but we were advised that you would like to cancel the service.The call was then transferred to our in-house merchant support team, as it looks like previously it was out of hours support at Worldpay directly whom you had been speaking with.
  
  Our merchant support team received the call, and you had mentioned you were speaking with ******* regarding the waiving of the early termination fee which was honored by management approval. Our team completed verification for your account, and submitted a closure letter to the email we hold on file. This also included a closure notification form which outlined that the equipment needs to be returned to the leasing partner directly which was ****************** (Email & phone number was included on the form). We were advised that this was an inactive email and sunbear-****************** was provided as an alternative. The documents were confirmed to be received on the call and were later returned that day. I have attached a copy of these for reference. The account was officially terminated on August 8th, and no further billing would have occurred from our side since the termination fee had been waived and no processing occurred.
  
  The equipment was returned to our office instead of ************ as the form advised on August 8th 2023. This was then returned to sender (tracking 1Z8V79210398423989) which shows delivered by *** to ***********, **, ** on August 10th 2023. Our records indicate it included a lease letter, which we assume would be the instructions to reach out to ************. However the address it was returned to was our location. You would have only been billed by ************ for the equipment at this time. 
  
  We apologize that we were unable to have your equipment up and running in a timely manner, I can confirm that this account has been terminated on our end. As we are unable to see the billing or status on ******************s side, we are unable to confirm if you have contacted them to terminate that leasing agreement also. We appreciate and value your feedback, and we will provide feedback to the effected departments accordingly.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November 2021, I initiated discussions with my Retriever representative regarding the cancellation of my merchant services. Assurances were given that necessary actions would be taken to cease billing. However, I noticed charges persisted in December 2021. Subsequently, the representative provided me with contact information for ****************** Services/Payroc. Upon contacting them, I highlighted the continued charges post-cancellation and emphasized the need to halt any further debits. I received a DocuSign email containing a cancellation link, which I promptly utilized.In February 2023, an $83.22 charge caught my attention. Given my merchant services affiliation with ***************** *****, I reached out to them to clarify the charge. Their response indicated that the charge didn't originate from their end. After weeks of discussions with my bank, we couldn't ascertain the source of the charge. Consequently, a decision was made to stop payments in April. It was then revealed that ****************** Services/Payroc had been debiting my account for sixteen months. Upon querying the nature of these charges, I was informed of a $15 monthly service fee and a $68.22 non-compliance charge.I reiterated that I had previously canceled the service and stressed that records should corroborate my non-usage since November 2021. However, the representative indicated a denial of refund. After conversing with different representatives on separate occasions, varying refund offers were extendedthree months from one representative and two months from another. However, given the extended duration of erroneous charges, receiving two or three months of refund appears inadequate for resolution. As a small business, every cent holds significance in our financial operations.BUSINESS NAME: CLAWMAMAS SEAFOOD AND FRESH MARKET MERCHANT ID: *************

  

  Business response

  11/28/2023

  Dear ******, Thank you for reaching out to us and expressing your concerns regarding the closure of your merchant account and the issues related to this process. We understand the importance of addressing your complaint promptly and resolving any misunderstandings. Please allow me to provide you with a detailed response to each point raised in your complaint.
  
  We acknowledge that your Worldpay MID (************) was closed on 2/24/22, and we did receive contact from you to initiate the cancellation. I have attached the cancellation confirmation and closure form you signed via our Docusign system to complete this request.
  
  Upon conducting a thorough investigation, we have confirmed that you had a second MID with Paysafe. This MID (****************) was established on 1/15/2021. We have reviewed the application documents, including the signing confirmation recorded by Docusign, which validate the existence of this second account. I have attached these here for your reference also.
  
  Our records indicate that on 2/8/2021, you and your sales representative requested a transition from the cash discount program we offer to a standard interchange account. However, we did not receive any further communication from you until 4/28/2023 in regard to the closure request of this account. We understand that you requested a refund, however, it was rejected by Paysafe due to a R08 stop payment placed on the billing. We regret any inconvenience caused by this situation. As we did not receive prior notice of the stop payment, we were unable to credit or debit the bank account associated with the MID. Consequently, the refund was not honored by Paysafe.
  
  Based on the attached Docusign document for account closure on MID ****************, we confirm that the account was terminated, and the early termination fee was removed with management approval on 4/28/2023. While the Worldpay MID was referenced in your contact with our support teams via email and in this complaint, there was no mention of the Paysafe MID. In the contact with our support teams, you provided a screenshot (attached) that the cancellation was completed under Case 159154-23-132896742670190465 which was for MID ************ and not ****************. We apologize for any confusion caused by this and we appreciate you allowing us to investigate this further as it has helped us gain a clearer understanding of the situation.
  
  We can confirm that both of your accounts have been terminated at this time. Thank you for bringing these issues to our attention.We appreciate your patience and understanding as we strive to resolve this matter in a timely manner. If you have any additional questions or concerns,please do not hesitate to reach out to us directly.

  Customer response

  11/28/2023

   
  Complaint: 20892846
  

  I am formally rejecting this response for several reasons. Firstly, the acknowledgment of cancellation from the company contradicts the mention of the sales representative transitioning to another account. I was never informed of this transition, and as a merchant, I was completely unaware of any association with Paysafe MID. My sole point of contact was the representative, and when it became apparent that they were not capable of handling the tasks required, I requested a contact number to ensure closure of the account. It is evident that the account remained inactive throughout the timeframe of my complaint.

  Additionally, I have involved the ******* Attorney General, who is currently investigating this matter.

  As a small business owner, I do not believe it is reasonable for me to be expected to understand the intricate details or workings of merchant services. I ceased payment on the *** transactions because I had no clarity on who was initiating these charges each month, and unfortunately, the bank cannot reverse the stop payment. In the interest of fairness and ethical business practices, a refund of the funds withdrawn without my authorization is the appropriate resolution. I did not authorize these charges, and considering the numerous transactions in my account, it is fortunate that I discovered this discrepancy. Otherwise, these unauthorized charges would have persisted, which is unacceptable.
  

  I am requesting a full refund of the amount withdrawn as these charges were not authorized.
  
  Sincerely,
  
  ***********************

  

  Business response

  11/30/2023

  Hello ******,
  
  Upon further review of your account, and following discussions with the original sales representative who assisted you with the creation of the Paysafe MID, we aimed to ensure clear communication and prioritize the satisfaction of our merchants.
  
  Although both accounts have been confirmed as terminated, we have mutually agreed to issue a refund for the fees that have been charged since the account's activation on 1/15/2021 in order to bring this matter to a resolution.
  
  I have personally attempted to reach you via both email and phone, and I am currently awaiting your response to confirm that your details are still accurate, as the refund will be issued via check. I made attempts to contact you at ************** and also sent an email to ************************* I kindly request that you reach out to me directly so that we may proceed with the refund of the specified amount and provide you with the relevant tracking information for this refund.
  
  We trust that this refund will exceed your expectations and address the concerns raised in this particular complaint. Please contact me directly via email so that we can coordinate the delivery of the check refund.
  
  Thank you for your time and patience, and we look forward to your response and to the possibility of working with you again in the future.

  Customer response

  12/01/2023

   
  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.
  

  I have also responded to the Payroc representative who asked for verification of my payee and address to mail the refund. 
  Sincerely,
  
  ***********************

  Customer response

  01/02/2024

   
  Complaint: 20892846
  
  I am rejecting this response because:
  I'm reaching out regarding the above referenced complaint. From my understanding, agreements should be finalized within 30 days, yet this company has not adhered to the agreed settlement. Please advise! 
  Sincerely,
  
  ***********************

  

  Business response

  01/08/2024

  We have reached out to ****** regarding this complaint rejection as the initial check was issued on 12/1/2023, however it had not been received. We have since reissued a new check for the settlement amount agreed and a confirmation has been sent to the merchant directly through email communication.

  Customer response

  01/08/2024

   
  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

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally became a customer of Integrity in 2009. Since that time, I have relocated my salon to my home and it does not have the capabilities for a hard line for the credit card machine that I had. I expressed this concern to Payroc in June 2022. They put my account "dormant" for 30 days while I searched for a solution. However, no charges were taken and the deferment continued for several months. I called back in September 2022, and stated that I could not get a hard line and inquired about other options. The sales representative attempted to offer a piece of equipment for $500, which would not fit the budget of my small business. I therefore asked to cancel my account. I recently noticed that since that phone call, Payroc began taking various amounts out of my checking account without any written notice, email statement, phone call, etc. When I called Payroc again at the end of August, 2023, I was told that a representative would return my call. No one called, so I again called and talked to several representatives who eventually told me that they would refund me 2 months, but there was nothing further that they could do. I have since received a return for only one month, showing the same integrity that I continue to experience. Payroc has been very deceptive in their practices. What I am told on the phone by their representatives, and what actually occurs are very different, and borderlines unethical. Payroc has yet to provide the original written contract that I signed with Integrity, or any documentation that shows any changes that I would have agreed to with the acquisition. I am requesting a refund of all fees taken out of my account since December 2022, a copy of the original contract signed with Integrity, any legal documentation signed that shows that Payroc had the authority to charge my account without notice, and to ensure that my account is cancelled as of September 2022.

  

  Business response

  09/14/2023

  Thank you for taking the time to explain your recent interaction with our support team regarding your account.

  The account was first boarded with us on 1/8/2010 and on June 10th 2022, ***** called and requested the account to be placed in a dormancy until July 2022 until they are able to get new PC equipment, but did advise that they will call back to advise Payroc on proceedings. On September 13th 2022, ***** called to request a wireless terminal and a sale representative reached out to complete this process.
  
  From this, the next call that was received from ***** was on 8/29/2023, where the call was escalated to a Team Leader, then the Manager of Merchant Support. A refund was agreed for 2 months of non-processing was issued for $223.08 which would be processed in a ***** business day timeframe. This falls in line with the terms and conditions of the account listed on page 1, were 60 days is required to dispute fees. I have attached a copy of these terms and conditions, along with a copy of your original agreement for reference.
  
  Should you need any further assistance, our support teams are on hand to assist you at all times, and we hope to work with you again in the future.

  Customer response

  09/19/2023

   
  Complaint: 20587439
  
  I am rejecting this response because:

  I called in September 2022, and inquired about my options, given I did not have the ability to utilize the service they originally offered. I was told that I would have to purchase a new machine to continue with their service. Since I was unable to afford that, I asked to terminate service at that time (Sept 2022). Given there was not any money taken from my account in September, October, November, I was under the assumption that the service was terminated.  
  
  
  Money was not deducted from my account again until December 2022.   I also had no correspondence with the company from Sept 2022 - Aug 2023. 
  
  
   When I talked with them again in August 2023, I had realized that a various amount of money was being deducted from my account without permission. On this call, they told me they would refund me for the 2 months, but still have not completely refunded the two months.  They only refunded me for one month.
  
  
  I have requested a copy of the original document that I signed giving them permission to draft money from my account, and that was not provided either.  
  
  
  When I was using their service, there was only a $25 service fee, not $81.54-$111.54.  I have not and cannot use their service since May of 2022. There would be no reason for me to continue their service without being able to process credit card sales.  In addition, their fees have varied, without warning or explanation, and make it difficult to track. This is deceptive and without justification, given I had not been using their service. 
  
  
  Sincerely,
  
  *************************

  

  Business response

  09/25/2023

  Thank you for your response.

  On September 13th 2022, ***** called to request a wireless terminal and a sale representative reached out to complete this process. ***** made a further call into support on 9/20/23 where she was transferred to the sales reprehensive again. The sales team made several attempts to make contact with ***** up to 10/28/22 but got no response. 

  ***** called to request the account be placed in Dormancy, dormancy will lift when a transaction is ran or it has been 6 months from it was put in place. When in dormancy fees are not charged, in December 2022 it was 6 months from the request had been made hence the fees starting to be debited again. 

  I have attached a copy of the terms and conditions and the original Application again to this complaint.  

  I can confirm that a refund of $223.08 was completed on 9/15/23 for **** and July 2023 month end fees, I have attached a copy of each statement for your records. 

  The increase in fees is due to the *** compliance not being completed, this fee makes up $49.95 of the month end fees. Also due to no processing a monthly minimum fee of $30 is applicable as per the terms and conditions on the application.

  Should you need any further assistance, our support teams are on hand to assist you at all times, and we hope to work with you again in the future.

  Customer response

  10/04/2023

  Complaint: 20587439
  
  I am rejecting this response because: I am sorry for the delay in my response as I was out of the country last week. I did receive a refund of $223.08 on 9/15/2023.  Thank you for that! And I did see the contract, but again, it does not show any of the fees that I incurred from December 2022-August 2023.  As far as the *** Compliance goes, I never ran any transactions through, so why would I even do that or how would I have known that?  I never received a call or email or letter from them stating that they were going to start charging my account again in December or that I was in need of doing any necessary paperwork to be *** compliant.  Anytime in the past, I received communication from them that this needed to be completed and it was always completed in a timely manner. I was under the impression from the last contact I had with them in September 2022, the account was closed.  You can clearly see that no transactions were run and no machine was hooked up. I had no idea that this money was being removed from my account or I would have contacted them sooner.  I am asking for the charges that I received from December 2022- August 2023 be refunded to me minus the $223.08.            
  
  Sincerely,
  
  ***********************;       

  

  Business response

  10/06/2023

  We are happy to hear that you have received the refund that was agreed upon with our Merchant Support Manager, and that no issues occurred when receiving this. The dormancy that was placed on the account was advised on the initial call on June 10th 2022 that it would remain in dormancy for 180 days (December 7th 2022), and that after this, the account would have been moved back into an Approved state which is why the fees were incurred. I have attached the statements for reference from Dec till July. The *** non-compliance fee was charged as when the account is in an Approved state, it must remain in a *** compliant state as an industry standard. I have reached out to gain approval for a further 2 months, which is a further $223.08 for a total refund of $446.16 which will be with you in **** business days. We hope we can resolve the issue here with the additional goodwill refund, as we value your custom and hope to work with you again in the future. Thank you.

  Customer response

  10/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and as long as I receive the additional refund of $223.08 in the **** day window, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In **** in signed up with retriever merchant services, for my business ********************** Merchant ID number 520001570152,in about 2008 I stopped using them. At that time I went with a different service, I thought this service was canceled. I do not look at bank statements, I just send them to my *************** day I noticed a charge of $149.50 with ach withdraw. I cancelled this auto withdraw to find out who was taking this money over 15 years. My bank charged back about one year of service fees. This total dollar amount came to about &****** dollars over 15 years. My problem is retriever new all that time that it was a non-activity account. Why did they continue to withdraw this money for *********************** they are not ethical and this was just wrong. Worldpay who ever this is billed me for the charge backs, at which I wrote them a check for *******, I think they should reimburse me the amount of $*******.I have an open case but have not received any word from them case #********.I was informed by Worldpay that I signed a new contract in Feb 2016, this is absolutely not true, I have requested a copy of that contract, I have not received anything from them.

  

  Business response

  08/02/2023

  Thank you for submitting your response. We have searched all of our systems, and we are unable to locate this account in our database.Our teams did reach out to WorldPay directly who informed Payroc that this account is not associated with our business. Unfortunately, we are unable to assist any further in the matter listed above.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 13 April 2023 an attempt was made to use a stolen credit card on our online business for $6099.99. The card owner identified the misuse of the card and called us to inform us about it being a fraud. We immediately refunded the charge that afternoon. A month later Payroc attempted to collect the funds as part of a chargeback and we went back and forth to resolve the issue as we had already refunded the money. At that time I was told Payroc had resolved the issue. On 25 May 2023 Payroc AGAIN attempted to take the additional $6k saying we never refunded it - although it clearly shows we did in our account. Now they are attempting to go to collections as we have a stop payment to disallow further theft attempts by Payroc to retrieve money we already refunded back to the card holder. Now they are harassing and we have involved our attorney. Payroc had a history of allowing fraudulent charges to go through even after our organic fraud filters had told us the transactions were denied. Payroc is a danger to all small businesses who work with them.

  

  Business response

  07/11/2023

  Dear *******, Thank you for taking the time to provide us with an update on the issues you have experienced. The transaction that took place on 4/12/2023 for $6099.99 on card ending **** was declined with the following error Transaction not permitted by ********. A second card ending **** was then used to complete the transaction which was then successful as Payroc did not receive any fraudulent response from the cardholders issuing bank. As you mentioned, you did receive a call from the cardholder on 4/13/2023 who reported the charge and you immediately refunded the transaction. The cardholder then initiated a chargeback on 5/2/2023 which automatically places the funds on hold/or debits for the amount till researched and disputed. As we had to debit the funds initially till the process was reviewed, a stop payment was placed by the merchant, disallowing us any access to the bank account on file. The chargeback has since been resolved by our Risk operations team and our Settlement team has tried reversing the amount now that the chargeback dispute period has ended. There is currently a UCC Lein on the account. It is ********************* policy to withhold the disputed funds until such time as Payroc receives either (i) a court order requiring Payroc to release the funds to the merchant or the creditor or (ii) a settlement agreement entered into by the merchant and the creditor directing Payroc to pay one or the other. Until these documents are received by our Legal team, we are unable to release any held funds additional funds which has also been sent to your attorney dealing with the matter via our Legal team. Thank you for your patience whilst this was being reviewed and please let us know how we can assist you further.
  
  

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