ComplaintsforBasys

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contact Basys via **** ******** in December 2024 to cancel all subscriptions. I was assured that all services and subscriptions will be canceled effective 12/31/23. I continued to be charged $15 every month by Basys. I contacted their representatives ***** ****** **** *********, risk management department, **** ***** via email to get a fair resolution. I would like to be refunded $ 15 drafted from my account on 1/12/24, 2/13, 3/12, 4/12 for a total of $60.

  Customer response

  09/21/2024

  Good morning,

  Regarding complaint **********

  I was contacted yesterday by ****** weaver at Basyspro Tel ************ after she was notified of my complaint to the BBB. She  apologized and guaranteed a refund for the requested amount.  Thank you for your help. Please feel free to close complaint.

   

  Sincerely,

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

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Basys and Tsys work together and their fees are outrageous. For example, $555 was deposited into my account but the fees I paid was roughly $88, so I chose to cancel the contract early. The early termination fee as depicted on the contract was $495 but they chose to withdraw $500 from my account. I spoke with the Customer Service Manager who refused to refund the difference. I am seeking the difference to be refunded to my account. The reason I am canceling is the excessive fees they charge. This may seem petty but I canceled due to excessive fees and they do not need to take more than agreed upon in the cancellation request contract.

  

  Business response

  04/29/2024

  Thank you for bringing your concerns to our attention. We deeply value transparent and fair billing practices, and we sincerely apologize for any inconvenience caused by the recent billing discrepancy.
   
  Upon reviewing the details of your account and interactions with our team, we acknowledge the error regarding the ***** *********** *** (ETF). We understand the importance of accurately billing the terms outlined in your contract, and we regret any confusion this error may have caused.
   
  We want to assure you that we have promptly taken action to rectify this issue. A refund of $5 was processed to your account on April 24th, as communicated in our email to you on April 19th, to correct the overcharge of the ETF. If you have not received this refund as of yet, please note it can take 1 to 2 business days to process the refund, and then another 5 to 7 business days for the funds to be reflected in your bank account.
   
  Our commitment remains steadfast in ensuring that all our customers are treated fairly and that our services uphold the highest standards of transparency. Your feedback is invaluable as it guides us in continuously improving our processes and better serving you and all our valued clients.
   
  Should you have any further questions or require additional assistance, please do not hesitate to reach out to us. We are dedicated to resolving this matter to your utmost satisfaction.
   
  Thank you for your understanding and patience.

  

  Business response

  04/29/2024

  FYI - We do not have any calls or contacts on file which show the client asked us to refund the $5 that they were mistakenly overcharged, nor that we refused their request. During our QC process, we determined there had been an error and had already initiated the $5 refund to correct the issue before receiving this BBB complaint from the client. Thank you!

• Initial Complaint

  08/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/01/22, I advised the owner of ***** *******, ***, in Raymore, that we would be ending my son’s training with *****. After I advised *** that we were quitting he told me that we agreed to a 1 yr contract when I gave him my credit card. I told him we have NEVER heard that from anyone. I asked him what I signed and he said “oh there’s nothing in writing”. He stated that “it’s because of the 1 year agreement we made with the processing company”. I told him we have nothing to do with that. He stated he would continue to charge us until December. This is unacceptable because we (along with other families) were not informed or aware of a 1 year deal and the owner admitted there is absolutely nothing in writing that states this. He kept trying to blame it on the card processing company. I asked that he provide their information. He gave me a company name of *********** (I could not find this company anywhere) and the man processing the payments was ********** ******* and he provided me with his personal phone number. Within hours of quitting ****, he initiated a payment of $125 on my card. I never agreed to a 1 year contract. I texted the gentleman, ********** *******, as the person processing the cc charges. He stated he is “Mr. ***** Software Company and Basys is the merchant that processes the payments.” He said he has no agreement or contract with ***** and referred me back to ***. This has happened to others as well. I have initiated a claim with my bank on the charge of $125 AFTER we quit ****. I am asking Basys to intercede and refund us as well as do something to protect the other families they will try this on. I am alarmed that these people have absolutely no regard to ethical business standards and can so flippantly charge people’s credit cards without their consent or services rendered. For someone to appear to teach kids about honestly & integrity, I am disturbed to find out that *** thrives in lying and stealing people’s money.

  

  Business response

  08/11/2022

  I understand this cardholder's frustration with this situation. Unfortunately, we process transactions submitted by merchants and are unable to process refunds on behalf of the merchants, they would have to initiate the refund for BASYS to be able to process it. The card brands (***** **********, etc.) have a process in place to address cardholder disputes in these types of situations. The cardholder would need to initiate the dispute directly with their card issuer (their contact phone number will be on the back of the credit card used for this transaction), BASYS is not able to initiate this dispute for the cardholder. Once the dispute is reviewed by their card issuer, more than likely the transaction in question will become a chargeback and the cardholder would be refunded by their card issuer. Thank you.

  Customer response

  08/11/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  You have written guidance for your merchants on how to get out of Bank Charbacks (see “Your Guide to Chargebacks and How to Shield Your Business From Them”, attached); however you do nothing to protect the consumers from unauthorized charges. A credit card authorization form has to be signed by the cardholder granting the merchant permission to charge their credit card for recurring payments. This is required for all **** charges and I have not received this form from ***** ******* or the merchant (I don’t even know the real name of the merchant charging at this point…it wasn’t disclosed to me which is very telling); and therefore, I have not signed an authorization form. Furthermore, not a single family that goes to ***** ******* has signed an authorization form. Consumers need to know that you are facilitating merchants in charging cardholders for unauthorized charges. I am not the only one this has happened to! They also charged me for services that have not been rendered (a future month…we quit…we no longer go there). I am not ok with this response because you are shielding your merchants that pay a fee to use your platform to fraudulently charge unauthorized expenses to cardholders and then you write instructions (see above) to your merchants on how to get out of bank chargebacks. Basys Processing is just as guilty in my eyes because you are giving your merchants the tools to fraudulently charge cardholders. I believe consumers need to know this and that’s the purpose of The Better Business Bureau.
  
  Regards,
  
  **** ******

  

  Business response

  08/15/2022

  ***** ******* ** *** **** *** **** is the merchant who processed your transactions that you want to dispute. BASYS processes transactions that are run by this merchant. What this means is we simply provide the connection for the transactions from the merchant of record to be sent to the card issuer, which is the only function we can initiate for the merchant as their processor. It is not within our authority (contractually and legally) to determine if the merchant has run the transactions with the correct documentation or not. If there is any issue with the validity of the transaction that the merchant ran, as a cardholder you have the right the dispute the transaction with the card issuer. BASYS is a processor, and we have no legal authority to process refunds for a merchant and we are not a party to the transaction itself; which is an agreement between the merchant and the cardholder, and by extension the card issuer. If the cardholder has an issue with the transaction, the remedy that has been established by the card brands (****, **********, etc.) is to dispute the transaction with your card issuer and the card brands require their card issuers to investigate these disputes and determine if the merchant is at fault. Once the merchant is determined to be at fault, a chargeback would be awarded and you would have received a refund. The reason we post a guide to help merchants with chargebacks is to protect them from fraudulent chargebacks. I am not sure if you are aware but cardholders can claim a transaction was not theirs with no backup documentation or proof, in some cases for up to 18 months after the transaction date. Depending on the type of transaction that was processed, a chargeback can be issued/awarded simply based on the information from the cardholder and the funds are then immediately deducted from the merchant’s bank account, with no notice. The merchant then has to prove the transaction was run correctly and was not fraudulent, by showing they used the correct validation procedures which the card brands require. If they can provide documentation/proof, the chargeback will be overturned, and the funds would be returned to the merchant. If they cannot provide proof, the chargeback will stand, and the funds will not be returned to the merchant. This process places a large amount of risk on the merchant and creates an opportunity for fraudsters to take advantage of merchants. In this case, I would agree that the merchant does not appear to have fulfilled their validation requirements (by not having a written agreement in place) and that you should easily be awarded a chargeback and receive your refund, however the only way to achieve this goal is to contact your card issuer and dispute the transaction so it can be investigated by them. In our 20 years of experience, we have seen many cases of fraudulent chargeback activities and that is why we post the same guide to chargebacks for merchants to follow as the card brands post on their websites. I can fully understand and commiserate with you this does not appear to be the case in your situation and this is why I would encourage you to dispute the transaction so your card issuer can address it, which they are contractually and legally able to do.

  Customer response

  08/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  I have already initiated a claim for the charge via my bank. I have also submitted a Better Business Bureau claim against ***** *******. They are not responding to either claims. The guy has a wrap sheet so he probably knows how to weasel out of this which makes it very frustrating that no one is stepping up and making him accountable. He has not requested authorization forms or signed contracts from anyone. You stated that Basys processes transactions that are run by the merchants but what is Basys doing to assure the charges are authorized? If you are offering guides and instructions to merchants on how to get out of invalid chargebacks, what are you doing to ensure the charges are authorized from the cardholders and people aren’t being taken advantage of? It seems like you’re turning a blind eye. You are willing to step up and provide assistance to the merchants who pay you from possible incorrect chargebacks, but I do not see or hear anything that Basys Processing does to protect the cardholder. Sure, you don’t contractually have to but it just shows that Basys Processing is motivated by the merchants money, not doing the right thing. Sometimes, you don’t have “fraudsters” on the other end. You have single moms living paycheck to paycheck, getting charged so this guy that owns a studio doesn’t have to get a day job and can sleep all day (literally). It’s about doing the right thing. You could contact the merchant and encourage a response to the claims, but that would possibly mean losing a paying client and that’s really where you’re drawing the line. Who /what agency audits the charges to ensure the charges are authorized? Not my bank, who audits these processes?
  Regards,
  
  **** ******

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