ComplaintsforMerchant Industry, LLC

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im filing a complaint against merchant Industry/swipe for free. I have been using this company for my merchant processing for quite some time now and within the last two weeks I have had over $600 missing from my account and each time Ive contacted them to release my funds. Im told something totally different. I have closed out my cash register each day, and there seems to be a hold up all of a sudden after me changing my account number and that being updated when the change was initially done, I was told by ******************************** along with others that the money would be into my account the following business day will needless to say the following business day we are six days later and I still dont have it. *** reached out numerous times with no assistance to feel like I am getting constant runaround. I need my money and let them know that this was an emergency situation. My mother had to have a medical procedure done, but that didnt help at all, I just want the money to be in my account along with the return item fees that have been charged due to no fault of my own. There are three return item fees on my account and the money is still not there. Please assist me with this matter, merchant industry is operating at this point to me at a fraudulent pace. I have not only reached out to them but also to first data as Im being told that they are, the holdup will upon doing so first data is stating that the information is updated on their end, but merchant industries has a back and hold on my account. This needs to be released as soon as possible and I no longer want to do business with this company. I have attached a copy of the screenshot to show that I requested this change on July 19. I was told it would be 3 to 5 business days for the update. The update has still not been done.

  Business response

  08/06/2024

  Good Morning,

  Upon reviewing the account for ********************** ********* (****************), I can confirm that the merchant was paid a total of $865.23, with payments of $71.13 on 8/3/24 and $794.10 on 8/5/24.

  Please refer to the attached document for more details.

  I have also spoken with the merchant, and she has requested a refund of the overdraft fees. She will be submitting a copy of her statements to help resolve this matter as soon as possible.

  For further assistance, please contact us directly at ************ or email us at ******************************************* and we will provide you with the correct information.

  Thank you.

  Best regards,

  
  

  Customer response

  08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I spoke with a representative last week and was promised that the money would be sent back to my account for the overdraft fees and that I would also receive an email stating the account closure that has not been done in either case so I would like for this to stay open Until completion of that has been done 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/22/2024

  Good Morning,

  On 8/12/2024, *************************** [********* (****************)] spoke with a retention specialist [*******] and confirmed that she received the full refund of $93.26 on 8/9/24 under Swife4free. Attempted to contact **************** at ************, but received no response. Also emailed **************** at ************************ requesting that she contact Merchant Industry to review this case.

  See attachments. 

  Thank you.

  Best regards,
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a tape measure for my husband for Father's **** Have not received it but this company attempted to charge $925 to the credit card I used. I assume they also will keep the money I paid fir the item.

  Business response

  06/11/2024

  Hi we do apologize but we cannot find you in our system using the information you provided.  Please provide a company name.  Also please note we do not sell tape measures.  We are a credit card processing company.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called in today and spoke to a rep who suggested that I file a complaint online. This company is violating contracts and documents and using deceitful practices while preying on innocent business owners. We have proof in writing that they made agreements to merchants, the merchants paid the agreement, they sent an email stating that they will close out the account, did not do it and a few months later recharged the merchant again. They are hitting business owners bank accounts for amounts that range between $100 to $3500. They do not care about the merchants and are only interested in their own self interest. They are forging documents and violating merchants signed agreements. As a former *** for this company we were instructed to remove the merchant club fee and the merchant will not be charged a fee. This is what the merchant signed but yet they still continue charging merchants. The agreement states that the *** (me) have the ability to charge an ETF if necessary. I waived all ETF's from all my merchants accounts but yet I have about 10 different merchants all charged an ETF of $2500 or more. Merchant industry is a bully and no one is standing up against the bully that is why they continue doing what they do. Someone needs to put a stop to this. It is causing a lot of hardship for the merchants they are charging. For example I have a merchant by the name of ******************** Her and her husband have a small company together. This morning they were charged $5000 by Merchant Industry. They had one daughter who died, one who is special needs and they just adopted a baby. They are good hearted people and this monster of a company is taking advantage of them. The $5000 that they took today is causing them serious financial anguish. I have another merchant *** who negotiated with them, paid the fee and they still charged him after they said his account was closed. They are charging ETF fees to accounts that are not even closed. Can someone please call me? There is more.

  Business response

  06/11/2024

  Dear Better Business Bureau,
  I am writing on behalf of Merchant Industry LLC (Merchant Industry), in response to the complaint filed by **********************. ********** is a former independent sales contractor with our company, and we believe it is necessary to address and refute the numerous false allegations he has made.
  ********** has alleged that our company engages in deceitful practices and violates contracts with merchants. These assertions are entirely unfounded.Merchant Industry strictly adheres to all contractual obligations and operates with the highest ethical standards. We take pride in our transparent business practices and have consistently ensured that all agreements with merchants are honored. We have robust processes in place to ensure that all charges are legitimate and authorized by the merchants. Any fees applied to merchant accounts are explicitly outlined in the agreements, and our records show full compliance with these terms.
  It is important to note that ********** has a history of engaging in activities that violate the terms of his Independent Sales Contractor Agreement with us, prior to our termination of his employment. As detailed in the cease and desist letter sent to him on April 3, 2024, ********** has engaged in tortious conduct with the intent to interfere with our business, tarnish relationships with third parties, convert our terminals, and circumvent his non-solicitation obligations.
  
  We presume that the claims that he has made have alternate motivations. These allegations appear to be a malicious attempt by ********** to tarnish our reputation and disrupt our business operations. We plan to take appropriate legal steps to address *** **** misconduct to protect our companys interests against such unfounded accusations.
  We respectfully request that the Better Business Bureau consider this response and recognize that *** **** allegations are not supported by facts.We are committed to maintaining our reputation for integrity and fairness in all our business dealings. Please let us know if you would like a copy of the cease and desist letter sent to ********** for further details of his conduct.
  Thank you for your attention to this matter. Should you require any additional information, please do not hesitate to contact us.

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They are still taking money from merchants accounts. If you look at the attachment you will see every one is complaining about the same thing. They have a 2.5 star rating with you guys the BBB and if you look at their ****** reviews, they all have a story very similar to what I originally wrote. Merchant Industry does not care about merchants or their businesses. They are using bullish scare tactics on merchants and enough is enough. Some one has to stand up to the bully and take a stand to protect the merchants. As far as false acquisitions, there's nothing false about them. Every thing I have stated can be verified. I have ex employees that can confirm that merchant industry had him creating documents and forging customer's signatures. In every agreement we have the merchants signed, we un check "merchant club fee" so this way the merchant is not charged extra junk fees. Well merchant industry basically violates what the merchant originally signed for by charging a fee. Also the agreement states that if a merchant cancels, the *** on the account which is me, have the right to change or not charge an early termination fee. I waived all ETFs for all my merchants. When the merchants decided to exercise their 1st amendment freedom of right. Merchant Industry penalized them for it by going into their accounts and taking any where from $2500 to $3000 out of their bank accounts. This act is causing my merchants serious financial anguish. Also, Merchant Industry is not following the proper procedures when it come to cancelations. They are charging customers bank accounts 1st and after they get the funds, then they cancel the contract. I also have proof that funds were with drawn from a merchant's account on the 1st of May but wasn't canceled until the 5th. Merchants have confronted them in the past about their shady practices. If the BBB was to request that Merchant Industry presents some form of letter or email signed by the merchant stating they wish to cancel, they will have nothing. So how can they charge a merchant a "cancelation fees" ? These are some of the things that are happening daily at Merchant Industry. They need to be stopped. The BBB is called the "Better" business bureau for a reason. You guys demand better from the businesses. So now you have a business out there preying on other businesses. What are we going to do? Let ot continue? Or stop it? I have names, numbers, documents, all showing what I originally wrote is true. Please call me and I will provide whatever you need. Also, Merchant Industry is making it look like, I am a disgruntled employee that's retaliating because I was let go by them. That's another lie, I have a text message from ***********************, one of the owners asking me to send him my resignation letter. At the end of the day, the merchants are the #1 priority. They are the ones who are suffering from this. All I am doing is making a stand like all the others that took time to write reviews. They are writing these reviews because they need help. You are the BBB, please help us all. We beg of you.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/23/2024

  Dear Better Business Bureau,
  I am writing on behalf of Merchant Industry LLC (Merchant Industry), in response to the complaint filed by **********************. ********** is a former independent sales contractor with our company, and we believe it is necessary to address and refute the numerous false allegations he has made.
  ********** has alleged that our company engages in deceitful practices and violates contracts with merchants. These assertions are entirely unfounded.Merchant Industry strictly adheres to all contractual obligations and operates with the highest ethical standards. We take pride in our transparent business practices and have consistently ensured that all agreements with merchants are honored. We have robust processes in place to ensure that all charges are legitimate and authorized by the merchants. Any fees applied to merchant accounts are explicitly outlined in the agreements, and our records show full compliance with these terms.
  It is important to note that ********** has a history of engaging in activities that violate the terms of his Independent Sales Contractor Agreement with us, prior to our termination of his employment. As detailed in the cease and desist letter sent to him on April 3, 2024, ********** has engaged in tortious conduct with the intent to interfere with our business, tarnish relationships with third parties, convert our terminals, and circumvent his non-solicitation obligations.
  
  We presume that the claims that he has made have alternate motivations. These allegations appear to be a malicious attempt by ********** to tarnish our reputation and disrupt our business operations. We plan to take appropriate legal steps to address *** **** misconduct to protect our companys interests against such unfounded accusations.
  We respectfully request that the Better Business Bureau consider this response and recognize that *** **** allegations are not supported by facts.We are committed to maintaining our reputation for integrity and fairness in all our business dealings. Please let us know if you would like a copy of the cease and desist letter sent to ********** for further details of his conduct.
  Thank you for your attention to this matter. Should you require any additional information, please do not hesitate to contact us.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (Swipe4free)*************** #)I went with this company because they had told me there will be no fees when ever a customer swipes their credit/debit card. The contract they offered me was no processing fees towards my account. When I checked my account I noticed they were charging me. So I called the company and told them. So what they did was have an employee ***** me the money to my personal account not my business account. It happen 4 times and since that time I knew something was fishy. The last time they took money out of my account was $76 and they havent put my money back and theyhavent given me a reason why they took my money out of the account because my contract is suppose to be no processing fee. So I decided to terminate the Service with them, because I was lied to and tricked. False advertising. What they decided to do was change my contract from. 1 year contract to a 4 year contract or to pay them $2500. Even tho they had change my original contract they had put me in another plan and started charging me for the customer transaction. I was lied and tricked by the agent and I believe that you cant hold somebody in a contract or tricked.

  Business response

  05/09/2024

  We're sorry to hear that you've had a bad experience with our product. We take quality control very seriously, and we would like to investigate this further. Please contact us directly at ************ or email us at ****************************************** so we can help make it right with you.  Thank you!
  
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ISO mobile pay access had been used by my nonprofit for several years.Recently, we were forced to close our bank account and open a new one due to a fraudulent donation check. We notified ISO Mobile Pay of the new banking information and continued on business as normal We had a pet adoption event where we use ISO for check out and credit card application for approximately $4000 throughout the day When the money was not deposited in our account within 72 hours, we called to find out if there was a problem thats when we discovered that they tried to send the money to the old account that was closed We notify them previously, but reminded them of that notification and gave them information for the new account once again They requested a letter from the bank manager, indicating that we we did in fact having an account there, and then said there was some stipulation with our name changing Weve done everything they asked us to do and provided them with information and they are still holding our $4000 hostage Phone call we will call you back. The manager has to call you back. Someone will call you with a supervisor on the other line. Please call us tomorrow. Were so sorry. This is going on. Theres no excuse for this. Will call you tomorrow,, All the tomorrows have never came

  Business response

  04/29/2024

  We're sorry to hear that you've had a bad experience with our product. We take quality control very seriously, and we would like to investigate this further. Please contact us directly at ************ or email us at ****************************************** so we can help make it right with you.  Thank you!
  
  

  Customer response

  05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Consumer has provided the necessary documents for the business. The business reached out to the consumer but are using stalling techniques. The consumer was promised a refund and has yet to receive it. The consumer is not satisfied and would reject with the businesss response. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  06/24/2024

  Good afternoon,
  Merchant Industry has been actively working with Fiserv to resolve the issue regarding the release of your funds.
  Update on the account:
  Previous Legal Name: SPCA OF ********** (****************)
  New Legal Name: RESCUE REHOME REPEAT OF SOUTH (****************)
  Issue: When we provided Fiserv with the updated bank account information on 5/8/24, they indicated that the name on the account did not match their records and were unable to update it in their system.
  Current Status: As of 6/13/24, ****************** has approved the release of the account funds. We are now waiting for the final release of these funds to the updated bank account.
  Please rest assured that we are continuing to monitor this situation closely and will keep you informed of any further updates.
  Thank you for your patience and understanding.
  Best regards.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was contacted by *************************, who told me that he had a unit that would work in our food truck, and that would be no cost other than the unit itself. We gave *************************, all the information that he requested stating that he had to clear with the banks to make sure we were approved. He took all our bank account numbers and then charged, her account without our permission. We received documents with my wifes signature and initials on it and she had no knowledge of this transaction whatsoever. ************************* dealt with me only and it was an inquiry not a purchase. We sent the unit back to them and told them that we needed a check since we had to close out the bank account that they had the numbers for . Its been over two months that we havent heard anything from them. We were dealing with ******* who told me that he would make sure that we were taking care of the charges $495 for the unit and $37.73 for a monthly fee for not using the unit .

  Business response

  02/14/2024

  We're sorry to hear that you've had a bad experience with our product. We take quality control very seriously, and we would like to investigate this further. Please contact us directly at ************ or email us at ****************************************** so we can help make it right with you.  Thank you!
  
  

  Customer response

  02/15/2024

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

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed up for the service back in June 2022. They were supposed to add the payment link on our website so that we can start using the service. They basically strung us along giving us excuse after excuse as to why they could not get the link to work. They never resolved the issue, when we asked for our money back since they were unable to provide the service we signed up for, they said they would refund it but never did. They also never sent us the email confirmation of the cancellation that was discussed over the phone. Two and a half years later, after endless amounts of calls, including emails to the *************** who never responded, we just got charged $224.97. They are scam artists ripping people off. How can you charge for a service that was never provided in the first place.

  Business response

  01/26/2024

  Thank you for bringing this to our attention. We're sorry for any inconvenience or frustration that you may have experienced. We're continuously working to improve our service, and we'll consider your feedback to ensure we provide the best possible experience.  Please contact us directly at ************ and email ****************************************** so we can help make it right with you.  Thank you!
  
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We ( Fort ******** Deli Mart ) never had an issue using this processing company. Come mid March, they withheld 3 days of processing with no warning. When we called , they stated that we were fined for not being compliant with credit card company processing rules. We did not know about any rules nor were we told about any rules. We processed transactions with a machine given by them. These machines get updated daily automatically from their end. I was fined, I didnt receive paper work of this fine. I have the right to appeal any fine before forcefully paying it. Now Im getting the run around and getting hung up on. My funds should be returned till i receive an Actual fine and am able to appeal it.

  Business response

  04/27/2023

  Responded to merchant's BBB complaint via email, proof of email provided.

   

   

  Customer response

  04/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  *********************, Global Legals expert electronic payments attorney has stated in an article :
  
  
  An *** is responsible for making sure that the merchant has the proper signs, the proper disclosures, their machines are working properly, etc. In a lot of cases, well see *** agreements where theyre saying, You need to make sure the merchant is trained on card acceptance. Sometimes, we will edit that in *** agreements, but I look at that as every time they hire a new person, the *** better go down there and make sure that person knows how to properly accept a card because thats what the agreement says. If not, the processors are the bigger ***s, and sometimes theyre looking for ways to pop their agents. If the processor gets a fine from ***** they dont want to pay that fine, theyre going to come to the ***.
  
  
    Now that being said. When I signed my contract there were different rules and regulations that I followed as prompted. And as of mid March 23, 2023 I have been ready and compliant for the new laws set for the 15th of April. If there were new laws before the 15th of April, we were no informed, nor given new signage properly displayed for our customers. Account Manager from ********************** has been completely missing in action. We are a small deli-mart out of Brooklyn. Hired a big merchant service company to HELP ** accept credit cards and EBT. Now its blowing back on ** somehow. We dont talk to **** nor has **** talked or reached out to **. Now being GASLIGHTED so the merchant service company we hired to HELP ** process credit cards is STEALING money from our bank account with out notice. If we were not on top of our accounts because we have to, no body would have told ** anything. There was no secret shopper.
  

  MERCHANT SERVICES WAS FINED FOR NOT COMPLYING WITH THE ***** TRAINING ** EITH PROPER EQUIPMENT THAT FOLLOWED GUIDLINES AND NOW ARE TAKING THERE FINES OUT OF OUR ACCOUNTS. 
  WE CONTACTED THE BBB FOR HELP!

  Last thing we need is problems. We feel helpless and are being BULLIED. Unless we see proof from ****, nothing is real. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  05/17/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Merchant Industry, LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  04/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Good Afternoon,My name is *****************, I am the owner of Neighborhood ************** in Brooklyn ********. I call on you to help my family recover stolen funds by a payment processing company Called Merchant Industry. On April 4 they began holding the revenue generated by my business. When I reached out they claimed that our terminal (credit card machine) was out of compliance and **** was fining my business $5,000. I expressed in numerous phone calls and emails that I would like to be properly served the documentation indicating that my business is in violation. Merchant Industry refused to provide that, which has me question the existence of a fine levied against my small business. A few things stand out in this situation; firstly we do not have access to the device servers and networks to calibrate the compliance of the machine. The payment processor has handled that for the past 3 years. Secondly we have not received any notice of a violation by any regulatory agency or ****. According to information found on the website, **** provides 30/60 days to remedy the infraction. Merchant Industry began freezing funds on April 4th for a supposed infraction that happened in December 2022. The infraction they pointed to is about the receipt format, which we do not have access to update. A $5,000 fine for receipt format without time to remedy the problem draws many red flags. Merchant Industry is really shaking down the little guy. It took our business 8 days to generate the revenue to fulfill the $5,000. I included my Cell Phone Number and the contact information for Merchant Industry. I beg for your help, I have nowhere else to turn. My Cell: ************ Merchant Industry: ***************************** ** **************************************** ************************* ********* ** **************************************** ***************************

  Business response

  04/12/2023

  Good afternoon. We received many emails from the merchant and family members regarding held funds due to a **** fine that we received that was passed through our *************** The fine amount was $5,000.00 in which **** deployed a secret shopper to the merchants location and they were found in violation of surcharging on debit. While the merchant signed our original operating agreement which states that we can hold funds and that they understand the rules of all card brands, the merchant argues the point. The merchant's daughter quoted rules from **** surrounding another **** program that has nothing to do with the merchants being compliant and surcharging on debit. Attached is the email communication (several) in which we responded in a timely manner with facts. We expressed that we can work out a payment plan but that question remains unanswered from the merchant and the family members. Solution is that the fine needs to be paid and that Merchant Industry is available to work out a payment plan if needed. 

  Customer response

  04/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

   Merchant Industry has not provided documentation and proof that the fine was levied against my business. Merchant Industry is the only entity that has access to calibrating the terminal. Their program is called Swipe4Free and unfortunately for all parties involved, Merchant Industry did not fulfill their fiduciary duty to update their programming.

  Merchant Industry may not be able to provide documentation because the fine is levied on them. Also, I have internal sources that expressed that Merchant Industry and **** are in the midst of negotiating a settlement. Withholding $5,000 without documentation and expecting my small business to accept it, just because you said so does not reflect the intended values of our the American way. My small business may not be able to fulfill its upcoming rent payment just so Merchant Industry can fill their treasure chest awaiting a settlement from ****.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We use the company to process our credit ********** transactions. Since 3/20, they have been withholding our money without any warning or communication. The amount is now roughly $3200.We reached out on 3/24 to raised my complaint. and got in touch with a manager, *************************, but was only told there was a violation without any detail as to what the violation was, nor providing any proof to such violation.Not only we are now unable to continue using their service due to their failure to release money for the new transaction, we are forced to continue paying for their monthly fee, which is roughly $60.

  Business response

  04/10/2023

  Good afternoon, ****,

   

  Thank you for responding to my calls, and for scheduling a conference call with me. As per our conversations both over the phone and via email regarding your funds on hold due to the **** Non-Compliance fine. My offer still stands if you wish to continue processing with us you can, once you've accumulated enough funds to pay the fine we will begin to deposit your funds. If you wish to not process with us, we can use the funds in reserves to pay the fine and whatever is missing we will cover no ETF to account. 

   

   

*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. ↩