ComplaintsforBevel Payment Solutions

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was promised this is a no-charge-to-me account.After a year (Dec. 2023), I noticed a monthly payment coming off my bank account each month of $30. I tracked it down to Bevel. I called them (May2023) and they told me it's due to non-compliance and they'll make me compliant over the phone and since I'll be compliant, I won't be billed anymore.I asked for a refund of the past and he said that he has to give over that message to Billing and that Billing would get back to me but they never did!! I called again and got the same line from customer service, that Billing would get back to me...First of all, I don't think it's nice that they billed me until then. This is not something I was originally told when I set up the account.Second, it literally took them seconds to make me compliant, why didn't they do so till then? or give me a call to warn me about it????Third, they kept charging even though he said the charges would stop!!! I got charged in June and again in July (this time it went up to $39.99).I called again. The woman who answered said that the previous man did not make me compliant and she would do that now. I asked for a refund. She said she would give it over to her supervisor and I would get called back that very day. But no one called me back. After a week I called again, I spoke to the same woman and she said that the supervisor told her to open a ticket with Billing takes time for Billing to get back to me...Well, it's 3 weeks since I called to that woman and they STILL have not gotten back to me and that's because they likely have no plan or interest in calling me back ever.It's literally months since I complained the first time and was promised that Billing would get back to me and they never did.This is why I have to use this forum instead. This is a company full of empty promises. Promises never to charge, promises not to charge after making me compliant, promises that my problems would be addressed and I would get return calls...

  

  Business response

  08/05/2024

  Every merchant account is required by the card brands to be PCI (Payment Card Industry) compliant. This ensures the security of card transactions and protects against data breaches. When you opened your merchant account, there was a ****** period provided to become PCI compliant. During this 90-day period, multiple email notifications are sent to remind merchants of the requirement to become PCI compliant. If compliance is not achieved within this timeframe, a non-compliance fee is applied. This fee continues monthly until the compliance requirements are met. Thank you for understanding.

  Customer response

  08/07/2024

  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:

  [Your Answer Here]

   1) I'm not talking about a new account here. 

  2) I was promised there will be no fees. No one spoke to me about this "detail" when I opened the account. 

  I even have it in writing where the customer service agent promised this is a no-fee account.

  You may have hidden some details in forms, but over the phone and conversational emails, there was never any mention of this.

  3) Emails are not enough. We should have been warned by phone or mail via a LETTER.

  The inbox you may have sent emails to is not necessarily regularly monitored.

  It's not fair to start charging if you only tried one communication method.

  4) I called up in May and ******* (I made sure to ask for the ***** name) told me that he made me compliant right then and there over the phone and there will be no charges anymore.

  You can listen to the recorded call. I was promised there would be no more charges. And yet, I was charged again in June and July.

  When I called up in July, a woman answered and told me that she can't see that I was made compliant and she would do so then....

  5) I asked ******* and the woman about getting a refund on past payments as I was not notified when opening the account that this may occur. Both of them said that billing would get back to me. I spoke to both of them at least twice at least a week apart. I even wrote down the case # **** that ******* opened me in May. And no one has gotten back to me. Even if you have no interest in refunding, at minimum courtesy, respond to my call. It's frustrating that there is no one to talk to directly in billing and only they can return my call at their whim. It's lacking decency. We are already 3 months since May. It should not take them so long to return my call.

   

   

   

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

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

  

  Business response

  08/12/2024

  Our customer service team is available 24/7 via phone at ************ or via email at ******************************************************* Thank you.

  Customer response

  08/16/2024

  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:

  [Your Answer Here]

   I have spoken to customer support countless times and they refuse to discuss finances. I keep being told that someone from the billing department will get back to me but noone ever did.

  And I have sent an email 7 days ago and received NO response. (Besides an auto "request received")

  Please don't give me garbage responses to reach out to you directly and you NEVER respond directly. The only response I have ever received is via this portal. 

   

   

   

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

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

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We've been with this company for almost 3 years and gave them over $3700 in business. We opted to cancel at the end of October and cancelation was smooth and was completed. On Nov 12th, our account showed an ACH debit of $495. When we reached out to them regarding it, this was their response:Processing banks will charge an early termination fee if the account is closed within a window determined by underwriting when the account is submitted. We apologize that you were not informed in advance.To which I replied: We have been a customer for a while. No one notified me of terminating early and being charged a fee. This should not have been charged to our account. Please submit this to the supervisor for assistance.To which they replied:We are happy to credit this back to your account if you reinstate your merchant account.To which I replied:After how long of the account being open do we not have to pay the early termination fee?And I received no response.We have tried contacting them multiple times since, through email and phone but they did not answer us and it is well over a month. We have tried disputing it with our bank, but since it was out of the 3-day window when the bank can pull the funds back from the merchant, the bank was no longer able to refund us.

  

  Business response

  12/15/2021

  Hi,

  The merchant has singed a contract with us when opening the account which states that in the event that the merchant cancels the merchant account before the end term, they will pay a $495 early termination fee.

   

  Thanks

  Customer response

  12/16/2021

  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]

   We have signed a contract with them upon opening the account but nowhere in the contract does it mention anything about the cancellation fee. Hence, their response is not true. I have provided documentation of all contracts.

   

   

   

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

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

  

  Business response

  01/21/2022

  Hi,

   

  Each merchant signs a merchant processing agreement when signing up which states all the fees that applies to your merchant account.

   

  Thanks

  Customer response

  01/24/2022

  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]

   

   Why couldn't you nicely explain this via email or phone when we inquired back in October? If we knew when our term was up we would have decided accordingly, but you ignored our emails when we inquired about our contract end date.

   

   

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

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

*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. ↩