Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The first time, the consumer asked for a chargeback, the letter that was sent by Merchant Services arrived 2 days before the deadline to respond and the chargeback was reversed. Shortly after, we closed our account with that company. The second time, the company notified us of a chargeback, it was again by regular mail. Unfortunately, the letter arrived too late to file a rebuttal to a chargeback initiated by the consumer for the second time. Even though our account had been closed for several months, US Pay reopened our account and started making debits to our business bank account. US Pay not only charged my company's bank account but charged us penalty fees as well. As we could not have responded within the time frame that the letter specified, the money that they took from our account should be refunded. I tried to call them today, 2/4/25, to discuss with the chargeback department, but I was put on hold and no one ever answered the phone.

  Business Response

  Date: 02/14/2025

  Please find attached the BBB response ID.

  The standard process for chargeback notifications is by postal mail; this is not specific to USPAY and is mailed directly from the ********************** A debit was also sent to the merchant's bank account; in the event they are not monitoring mail, they would see the debit to the account on file. Our email with the initial chargeback notification states that customer disputes are sent by mail and that the email was a courtesy. The timeline below represents one chargeback case.
  Additionally, if an account is closed and a transaction is disputed by one of the merchant's cardholders, the account is billed fees to process the chargeback, which was done here. 
  All these procedures are outlined in the signed merchant agreement. 
  Our records indicate the merchant was communicative throughout the process but unresponsive towards the end.
  On 10/24/2024, the first chargeback was sent to the email on file. The email states the notification has also been sent via ****, and the email notification has been sent as a courtesy to check the mail for the official notification.
  The merchant responded on 11/5/2024, creating a reversal case #*************, resulting in a reversal denial with conditions.On 11/18/2024, the chargeback department printed and mailed the Reversal Denial to the mailing address on the account.
  The ********************** responded to the reversal denial with conditions on 11/26/2024.Merchant responded to the mailed notification.
  The chargeback department printed and sent a Reversal Acceptance to the mailing address on file on 11/27/2024. A credit was sent to the merchant's account for $1,000.00.
  On 12/3/2024, a call was received from "Gene" at the merchant location, and "Gene" was advised of the status and that the issuer had up to 45 days to respond.
  On 12/13/2024, the chargeback department sent a PreArb Pend Advice to the mailing address on file. The merchant never responded. As a result, the PreArb was awarded to the cardholder. This letter stated that the cardholder maintained that it was a canceled transaction and their bank would not accept the documentation sent. At this point, the only option to attempt to get the funds to stay with the merchant would have been to pursue arbitration, which is not a guarantee. The deadline was 12/22/2024, and it was not responded to.
  On 01/09/2025, the chargeback department sent the PreArb debt advice to the mailing address on file, indicating no response, allowable association time frames have expired, and the merchant was debited a final time. On 1/21/2025 merchant called in twice and understood that the case was ruled in favor of the cardholder. On 01/24/2025, ***** called in, stating he didn't receive notice;the ********************* confirmed the correct address on file with the merchant.
  Due to the PreArb being awarded to the cardholder, the amount was deducted from the bank account to which the transaction was initially funded. This was not a fee from USPAY but an amount due to the cardholder for the disputed transaction. The merchant did respond to a mailed notification from the ********************* previously during this case and communicated several times with that department.
  The customer dispute was for $1,000.00. The other amounts that were charged were for chargeback and account fees, which are in the Merchant Agreement and were billed correctly. Unfortunately, we are unable to assist with the $1,000.00 cardholder dispute; this will have to be pursued directly with the cardholder. As a courtesy have processed a refund for the $202.51. The merchant will see this within the next 3-5 business days.

   

  
  

• Initial Complaint

  Date:09/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  USPAY is a credit card processing company. Our business often uses credit cards for payments for services provided. We engaged USPAY for the purpose of credit card processing. In the first week of service, they held our money and did not deposit into our bank account , as required. When queried, they said that it was a risk management issue, but they held all of our charges, in amounts over ****** dollars. We objected and was then told the money would be deposited. They deposited approximately one half of the total amount , without explanation and are still holding on to our money. We have made numerous calls without satisfaction. We were told that fees were taken our of the charges, but the contracted amount is 0.9% plus a few additional fees, not 50%!! This company is evidently operation a scam operation and holds money without authorization and charges fees way in excess of agreed upon amounts. We have been in business for over 35 years and have never had this kind of difficulty with other credit card processing companies. We were solicited by USPAY to change to their company, as they offered attractive and better fees for service. But this appears to be a scam operation.

  Business Response

  Date: 10/30/2024

  BBB Complaint ID #********:
  The account was approved with an average transaction size of $100.00 and a total monthly volume for all credit card sales of $10,000.00. On Monday, September 16, 2024, the merchant processed a transaction for $9,500.00,which flagged by our Risk system. This transaction was reported as larger than all prior sales and accounted for 95% of the merchant's requested monthly volume, as outlined in their agreement. It was also the largest transaction processed in the merchant's first month with USPAY.

  As a result, the account was placed on reserve for further review, and the merchant was contacted the same day due to the transaction being outside the average ticket size specified in the signed Merchant Agreement. After obtaining permission from the account owner to speak with the Office Manager, it was indicated that the necessary documents for review to release the flagged transaction would be provided. However, because the documents were not submitted on the same day,the entire batch remained on reserve.

  On Thursday, September 19, 2024, after further discussions with both the contact and the owner, our Risk team released the transaction amount, as it was no longer a risk issue. The contact and owner were informed about the amount they could expect and that releases generally take 24 to 48 hours for funding. A few hours later, we received the supporting documentation,and the remaining amount for the transaction that had flagged the system was also released.

  On Friday, September 20, 2024, our Client Support team received an escalated call from the owner, prompting a response from our Department Manager. During the call, the Manager reiterated that there would be two deposits due to the amounts being released separately. Management assisted the merchant in locating the first deposit, which was received on Friday,September 20, 2024, with no fees deducted. The second release was confirmed to be on its way to fund the account by Monday, September 23, 2024, both deposits falling within the 24 to 48 hour timeframe. By the end of the call, the merchant confirmed their understanding and expressed appreciation for the assistance provided.
  We acted in accordance with the terms of our Merchant Agreement. We feel that the complaint was not a fair or accurate reflection of the communication with the merchant,since the complaint was made prior to speaking with USPAY directly.

• Initial Complaint

  Date:07/26/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed on with this merchant service provider in July of 2021. Unfortunately I could not utilize their service as intended. Per their contract I had to keep paying the monthly fee for the remainder of the three contract. I have fulfilled my obligation now the company is stating that I cannot cancel the service as of July 24, 2024. I have not use their service in over 2 years. This company is attempting to continue to collect fees from my business from service that I do not use.

  Business Response

  Date: 08/16/2024

  This response regards claim #********.
  
  The client signed up for two merchant accounts with USPAY in July 2021. The accounts processed payments with USPAY until April 2022. On the account ending in *****, the merchant acknowledged during a call with a representative that this account was being used primarily for payment plans. In March 2022, the merchant contacted our ************************* to close their accounts. We attempted to retain the accounts, but the ********************** declined at the time. The merchant was given a copy of the account agreement, closure paperwork,and the option to cancel several times.
  In August 2022, the merchant again called to inquire about the accounts. To assist the merchant with staying with USPAY, we agreed to close the second account with no penalty. The second account ending in *****,was closed in August 2022. Unfortunately, we received no account cancellation paperwork from the merchant for an account ending in *****. In July of 2024,the merchant contacted us again regarding the account, and we explained that we had yet to receive any account cancellation paperwork, and the merchant could not provide any documentation showing it was sent. Based on the situation, we offered to waive the termination fee before this BBB complaint was made, and the account closure paperwork was received in July. The account was then closed without a termination fee, as was the previous account. We feel the ********************** is not owed a refund since both accounts were closed without termination fees.

  Customer Answer

  Date: 08/19/2024

  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

  Date:05/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used USPAY for short period of time until I found out they were not truthful about their fees, their system compatibility with my POS. Additionally, I have single check out station and I found that they have charged me for 4 card readers and I only need one! I have had issues with payment systems as well as integrating their systems with my POS, after they told me initially they can integrate, after I signed up, the sales manager disappeared, and their technical department told me they were not able to integrate. I have been in communication with them until I found an alternative merchant processor since they were unable to integrate and I stopped using their service in April 2022. I faxed them my cancellation notice on June 22, 2022. I never heard back and moved on. Months later, I noticed that they started charging me for PCI compliance charge, which is a charge for not completing their security assessment for their devices, even though I returned the devices and not using their system passed April 2022. I have requested refunds, but they keep referring to the contract and cancellation agreement, even though these are two separate things. I tried to explain that I don't have access to their system so I don't need to be compliant, but they wouldn't understand. I provided them compliance certificate from my current merchant processor, but they won't refund. I finally got them to stop charging fees after I resubmitted the cancellation form, however, they own me a refund for the monthly charges since disconnection. Unacceptable and unethical in their dealings. I will be filing a claim against them, unless they refund back my non compliance fees.Beware of the fine lines and what their sales staff tell you, they are not forthcoming with their rates, and their systems.

  Business Response

  Date: 06/14/2024

  BBB Response:
  
  We have reviewed the customer's inquiry. The account was set up with USPAY in November 2021, and the agreement does have the customer's signature agreeing to all contract charges and a separate signature agreeing to the payment for the three devices mentioned, along with the price.
  We understand that the customer's satisfaction is paramount.Upon receiving their inquiry, we diligently reviewed the account multiple times and made efforts to adjust the pricing to a more favorable level. We even went the extra mile to match the merchant's competitive offer from another provider to ensure their needs were met.
  The cancellation form was not received by USPAY which is why the account remained open. Our Client Support team offered to refund monthly charges if we could be provided with the cancellation form that was sent to us along with a receipt of confirmation via email or by fax. Unfortunately, we were not provided with this.
  We received the termination form in April 2024, and the account was closed. To resolve this issue, we have processed a refund for the customer's disputed amount and this will be processed within the next 3-5 business days to the bank account on file with us.

  Customer Answer

  Date: 06/21/2024

  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 upon receiving the disputed amount. 

  for documentation purposes:

  1) I have notified the office of cancellation back in April 2022.

  2) I have faxed my cancellation in June 2022.

  3) I have paid the fees for early cancellation.

  4) I'm disputing the noncompliance fees, $1113.3 for charges on their system that I haven't been using and I provided them with compliance certificate from the current merchant.

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

  
  

  Business Response

  Date: 07/15/2024

  The promised refund amount was deposited on 6/17/2024. Please see attached screenshot for details.

   

   

  Customer Answer

  Date: 07/15/2024

  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

  Date:02/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked the service representative how to cancel 01/2023- she stated I was under contract and would have to wait until 11/2023 and submit a for to cancel without penalty. Sent in form- account not cancelled. Reached back out and forwarded the original cancel request-then they state that only half of the account would be cancelled and I would have to keep service for an additional entire year or be charged a $495 cancellation fee.

  Business Response

  Date: 03/18/2024

  USPAY RESPONSE ID# ********
  
  This response is regarding complaint ID ********.
  
  Our customer called to cancel their account and was given the correct information from our Client Support Representative on how to close their accounts. The merchant signed two Merchant Agreements, establishing two accounts. Since 2020, multiple calls have been made to our ************************* regarding both Merchant Accounts.
  
  The cancellation form our ******************* received only contained one merchant identification number,ID# ****************. This account was closed in January 2024, as discussed. We cannot close accounts not listed on the required cancellation form, so only one account was closed.
  
  We received a cancellation form for the merchant's other account under MID **************** on March 3,2024. As a courtesy, we closed this account without a cancellation fee. The accounts were closed in accordance with our Program Guide/MAA terms and no cancellation fees were billed to either account. We did attempt to call and email the merchant to confirm this matter and the merchant did not respond.

• Initial Complaint

  Date:07/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two years ago I corresponded with US Pay as I was considering switching to a new credit card processor. I sent them my merchant statements, and they told me that I would save money. I signed with them, and they sent me the equipment, and I tried for a couple of days, and looked at what they were charging me, and it was higher than my old processor. I sent the equipment back and told them I would not use their server and to cancel. I asked for the analysis they claimed they performed, and they did not sent it to me. I've been charged monthly for two years now, even though the original contract was for 1 year. The amount they have taken from my bank account now exceeds the felony theft amount in ********** . I was induced to sign a contract by fraud, and therefore the contact is unenforceable. I tried contacting their legal department and was told they do not have one. My calls have been ignored, and just as my previous requests were ignored.

  Business Response

  Date: 08/19/2022

  The merchant initially addressed these concerns with us on 6/30/2020. We offered a review of the account fees that same day and requested a previous statement for comparison.We received the statements from the merchant on 7/1/2020 and had a review completed by the next day. Although a call was scheduled for 7/6/2020, an email was sent to the merchant on 7/2/2020 confirming our scheduled call, how the review was completed, and the great news that we were already less expensive than their previous processor. In the same email we advised that we made further reductions anyway to show we value their business. Prior to our call,the merchant replied inquiring how to return their equipment. We replied with the completed analysis showing the savings with us, in addition to the cancellation process, however we did not receive a response or a completed cancellation form. Follow-up email and calls were sent, and we have not heard back from the merchant prior to this.

  
  The merchant opened an account with USPAY in May of 2020.All terms of the agreement are outlined and were signed by the owner, and the savings compared to his previous processor were communicated. The merchant has not been billed for anything outside of their agreement to date and we do not feel a refund is warranted. Although this merchant is still within their initial term of agreement, we have closed the account without any further expense to the merchant.