ComplaintsforWorldpay

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Worldpay Integrated Payment solutions was my credit card processing company for my business for 7 or more years. I own a Self Storage Facility. In 2022 my software provider (********) made changes and advised me that if I did not process my credit card payments with them I would pay additional fees on a monthly basis as of April 2023. I contacted Worldpay about switching providers and they informed me that I still had one year left on my contract with them (the contract was signed by my business partner ********* ******). Since then I have bought ********* out and am the sole owner. Attached is the communication with A***** H**** at FIS Global (a Worldpay company). Since she informed me there would be a termination charge if I choose to terminate early, I choose to continue to process through Worldpay until the stated expiration of March 2024. ******** made the exception and did not charge me additional fees agreeing to wait till the contract expired. PLEASE SEE ATTCHED DESCRIPTION CONTINUED IN ATTACHED DOCUMENT

  Business response

  07/22/2024

  Good Morning ******,
  
  Thank you for reaching out to the Better Business Bureau regarding your processing account with WorldPay from FIS. We apologize for any inconvenience you have experienced. In your complaint you said, “Attached is the communication with A***** H**** at FIS Global (a Worldpay company)” Although Aprill billing was attached more than once I do not see any attachment with communications from A***** H****.
  
  As this attachment did not seem to be included, if you can please send that attachment as well as the account close form you would have submitted prior to April 2024, I will be happy to research into this to see how I can best assist you. I will be standing by and will look forward to assisting you, have a wonderful day.

  
  Thank you,
  
  K***** A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

  Business response

  07/25/2024

  Good Afternoon ******,
  
  Thank you for your reply. Page five of the attachment of the PDF with the last three numbers ***, shows that A***** sent you an account close form for you to fill out and send back. If you can please send the signed account close form that you sent to us requesting the account be closed 90 days before the end of your term as the Terms and Conditions require that would be very helpful.
  
  I have attached a copy of the signed agreement as well as the terms and conditions for your records.
  
  Please review the very first paragraph of the very first page 1, section 1 Term and Exclusivity. Subsection A. Term. This will provide you with the requirements to close the account. I hope this is helpful. Please let me know if you have any questions. I will be standing by and will look forward to hearing from you. 

  Thank you,
  
  K***** A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

  Customer response

  07/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  I***** *******
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  06/11/2024 $669.50 On or about 6/10/2024 WorldPay, which is the sole designated merchant services provider for ******* placed a "miscellaneous hold" on our merchant services account. They did not notify us of this hold, and they have held all payments since. In other words, WorldPay has been holding onto all our money now for over 21 days (since roughly June 10th). It took them until I called this past Friday, spending nearly 1.25 hours on the phone being transferred, to begin the assignment process for someone to perform an account review. Upon account review, rather than apologizing for not being on top of things for 20+ days, and being helpful in the process of resolving the issue (perhaps expediting the resolution within their review guidelines and providing an escalation point of contact), Tyia P**** at WorldPay (***********************) chose to treat this like a fraud case - which it patently is not - and has not yet resolved the issue or placed me in touch with any person responsible for resolving the issue. I have also not received a response or any communication from ******* on the matter, nor is there an escalation point of contact inside the company who restricts us to using WorldPay in their systems. I would appreciate help resolving this issue immediately as cash flow is the life blood of a business, and restraints on cash flow consume working capital and impede growth.

  Business response

  07/03/2024

  Good Afternoon *******,
  
  Thank you for reaching out through the Better Business Bureau (BBB) regarding your merchant processing account with Worldpay. We apologize for any inconvenience you have experienced. I did want to acknowledge that although an internal escalation was also launched on your behalf, once a merchant reaches out through the Better Business Bureau all correspondence will then take place through the BBB portal to allow for full transparency.
  I engaged the Fraud and Risk leaders directly and they verified that funds were placed on hold 6/9 due to:
  
  *****Processing excessively high transactions, please note that the high ticket per transaction that you were approved to process is 5k per transaction, and some of transactions being processed were 3x over that limit.
  
  *****Multiple split transactions: please note it is against card industry regulations to split payments on the same card.
  
  
  I am happy to report Fraud and Risk leaders confirmed that they have completed the final risk review and funds will be released today. In order to help prevent possible risk holds in the future please:
  
  *****Stay within your high-ticket limit parameters.
  
  *****Refrain from splitting payments.
  
  
  Please note that any discussions regarding high ticket increase requests would need to be completed through Credit Risk. You can email that department directly using the following email: ******************************.

  
  Thank you for providing the opportunity to address your concerns. I hope the informtion I have provided is helpful. Please let me know if you have nay further questions. 

  
  
  
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

  Customer response

  07/03/2024

  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. 

  I have followed the instructions in the response, and I look forward to receiving a response. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i cancelled there services about 15 months ago and they still continue to charge me. i used them for my Bar as my credit card merchant they had me sign ********* which i did and they said they never recieved them also would hang up on me when i would call to cancel i just want a refund my account number ************* also would leave me on hold for long times i fell was done purposely

  Business response

  06/21/2024

  Good Afternoon,
  
  Thank you for reaching out to the through the Better Business Bureau regarding your merchant processing account with Worldpay. We apologize for any inconvenience you have experienced due to confusion regarding your account closure. Although I was able to confirm the account ceased processing without notice January 2023, it appears first contact regarding a change of ownership was not until June 2023.
  
  I was able to read over all of the cases and verify all of the case notes and ******** records regarding this matter. I have provided a detailed timeline of my findings below I hope that this is helpful.
  
         **6/16/2023, 6:09 PM Case ******** Someone called in and requested a change of signer a ******** was sent out on 6/16/2023 but it looks like the ******** was viewed but never sent back. ******** expired a month later on 07/16/2023 so no further action was able to be taken at that time.
  
         **There was no further contact until 5/14/2024, 3:27 PM Case ******** ******** was sent once again 5/14/2024, 3:52 PM once again it was viewed but not sent back, and the ******** expired 6/13/2024 6/6/2024 so once again no further action was able to be taken at that time.
  
         **6/6/2024, 12:50 PM Case ******** Notes indicate Incomplete Change of signer form via ******** was received but the Social Security number was missing from the document.  Merchant was sent an email 6/7/2024, 1:02 PM letting them know that the documentation was incomplete, and that the Social Security number is needed for credit purposes.
  
         **6/20/2024, 3:01 PM Case ******** Complete Change of signer form via ******** was received, and account was updated with the new signer. After the new signer was updated, there was not any further cases requesting the account be closed.
  
  Although once the signer was updated in the system there has been no request to close the account, I went ahead and requested the account be closed. Final billing will be the first week of July. I hope this is helpful.
  
  I appreciate the opportunity to assist you and hope you have a wonderful weekend. Please let me know if y have any further questions.

  
  
  
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This merchant has been overcharging my business account additional fees that add up to at least $12,000. We have contacted two years ago to find out why they were adding additional charges to our account. The said they didn't know why our rates had gone up. I had another merchant processor to look at our account and additional charges were added because we were non-compliant because PCI form had not been submitted by them. This company deliberately withheld this information from us so that they could increase their profits. Armed with the information to fix the problem by another vendor, we demanded that WorldPay give us the form. They tried to get us to pay them to complete the form which they were reluctantly and deliberately withheld for us. If I had not gotten an evaluation by other merchant service provider, we would continue to pay overcharges. We did the form on our own which took only five minutes to complete. This company is greedy and preys on small businesses owned by women and seniors like me. I have attempted to reach them by phone, but they would pick up or return our calls.

  Business response

  06/21/2024

  Good Afternoon,
  
  I hope you had a wonderful week. Thank you for reaching out through the Better Business Bureau regarding your merchant processing account with Worldpay. We apologize for any inconvenience you have experienced regarding your PCI compliance, and we look forward to assisting you.
  
  As I mentioned in the previous email thread your account has been identified as being managed by a 3rd party. As such we have engaged the support managers for your account and have forwarded them all of the information you have provided. That said I do want to encourage you to please do a search in your email box possibly in your spam folder for emails sent to you by ***** ******** going back to October 2020.
  
  Although I do see in the ***** ******** portal that your account is currently PCI compliant As of May 2024, I was able to verify the Safer Payments had sent many correspondences beginning in October 2020 notifying you of your noncompliance and offering assistance. I understand that it is possible that these emails may have gone to your spam folder. Now that you have successfully received correspondence from ***** ******** you should have no problem doing a search to look back into the history of your email so you can see the multiple attempts that they made to alert you regarding your PCI compliance.
  
  **As an example, I have attached a PDF where I copied one of notifications you received.
  
  I hope this is helpful to show that there has never been any intention of keeping your PCI non-compliance status from you, and that a request for you to reach out for any assistance was made diligently. Thank you for your patience. Please stand by for someone to reach out to you directly regarding your account. Please let me know if you have any questions, and I hope you have a wonderful weekend.

   

  
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have attempted to cancel my Worldpay contract several times with my restaurant. They have agreed to cancel my contract with the cancellation fee which I have paid. However, they continue to withdraw money out of my account.

  Business response

  05/29/2024

  Thank you for reaching out so we may review and address your concerns. To ensure any and all accounts are closed, please provide the MID, Chain or TIN for your account(s). If you have any closure requests previously provided, feel free to share those as well. Thank you, I look forward to additional information to further assist. 

  Pamela N

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are being charge an almost $500 account closing fee for early termination. It has come to our attention that many small businesses like ours have encountered similar issues with WorldPay, particularly regarding the automatic renewal of contracts and the associated high closure fees. We were unaware of the almost $500 fee for closing our account, especially since our initial one-year contract was signed three years ago. The automatic renewal and small print terms were not clearly communicated, which is not conducive for the average small business owner, and we are deeply disappointed by this situation. Unfortunately, it appears that our concerns are not unique, as evidenced by numerous complaints filed with the Better Business Bureau (BBB). We plan to add our voice to these complaints to ensure that our experience is documented. When I talked to a representative, Pennie H******* whose signature says Leader, Client Success & Loyalty, I requested they assist in mitigating this charge. I proposed continuing small transactions for the next 30 days and asked about suggestions on easing this fee, all of which were declined. We had hoped for a more supportive relationship with a company of this stature, and we urged them to reconsider the decision, which was also declined. We asked to be transferred to someone who could work with us on a resolution, which was also declined. In the spirit of fostering a more transparent and fair business environment, we suggest that WorldPay consider implementing policies that require businesses to re-sign contracts after the initial term. This would provide business owners with a clear understanding of their commitments and avoid unexpected fees.

  Business response

  05/29/2024

  Hello ***,
  
  Thank you for reaching out to us so we can review and address your concerns. I apologize for any inconvenience you may have experienced.
  
  I have attached a copy of the signed Agreement, Terms and Conditions that reflect the validity of the Early Termination Fee of $495 that this account was billed. 
  
  In the Terms and Conditions in section one A, it says that the Agreement automatically renews for periods of twelve (12) months (each a “Renewal Term”), unless either party gives written notice of its intent to terminate or not renew the Agreement at least 90 days before the then-current term expires. For clarity, termination of this Agreement does not terminate your equipment lease, if applicable.
  
  In the Terms and Conditions in section one B, it says you shall exclusively receive the Services from us. Prior to exercising any right of termination or non-renewal, you agree that we shall have a right of first refusal before you enter into an agreement with a third party for the Services. 
  
  I had an opportunity to listen to the call between Pennie and yourself. On the call you said that you had quit processing with us ~5/9/2024, that you had gone with another processor. This breaks the Terms and Conditions that were agreed to making the fee valid. I apologize, any refund has been declined. 
  
  Thank you,
   
  Kim H
  Operations Service Excellence - US Complaints
  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  in 2022 I changed my business software from ************* witch utilized World Pay to ********** ****** which utilizes ****** payments. After several months of being on the new software, I realized that I was still having fees deducted from my checking account from World Pay. I called several times to cancel the account and asked that the fees be reimbursed. Finally I was told that the fees would not be reimbursed but the account was canceled. Now on March 25th, 2024 - a year later - World Pay has drafted $495 from my checking account. I called to ask why and was told that it was a breach of contract fee for not giving 30 days notice on canceling my account. I was not informed of this fee when I called to cancel and find it completely ridiculous that they would come back after all this time and draft my account.

  Business response

  05/21/2024

  Good Morning,
  
  Thank you for reaching out to us so we can review and address your concerns. I apologize for any inconvenience you have experienced. I have submitted a reimbursement for $495 today. You should expect to see this back in your account within 3 business days. I hope this has resolved your complaint. Please let me know if you have any questions or concerns.
  
  Thank you,
  Pamela N

  Customer response

  05/22/2024

  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.  They have issued a refund for the $495.  I greatly appreciate the BBB for your assistance.   
  
  Regards,
  
  **** ******
  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  . Have attempted numerous times to cancel this account, yet continue to be charged through auto debit of the business checking account. . Each call I get shifted from department to department, promising the next dept. can help me. . Have spent hours on the phone with No resolution. . I have not used their service in a couple of years.

  Business response

  05/21/2024

  Thank you for reaching out to us so we can review and address your concerns. I apologize for any inconvenience you have experienced. I was able to confirm we received your closure request and the account is in the process of closure. Please reach out to your Sales Group for any further assistance or concerns.
  
  Thank you,
  Pamela N

• Initial Complaint

  05/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We used this company to process our credit card transactions when we first opened our Live Hydration Spa business in August 2021. A few months later, our corporate office changed vendors and World Pay was cancelled. Or, so we thought. We cancelled with a rep on the phone, or so we though. We continued to get invoices/automatic payments, so we emailed her. We never heard back and forgot about the charges since we were so busy running our new business. I called a few weeks ago after getting an invoice (approx $132/mo) and they claimed we have never spoken with them. I was escalated to an account rep, and he confirmed that he could not close our account without me completing a closure form. I sent him an email showing the rep's name that we were working with, and the emails we had sent her to follow up. He said she no longer worked there. The rep did not respond to my email with questions about getting a refund and completing the closure form, so I called World Pay again. They said the rep was out of the office but they would start another case and notify him. I had to email him again on May 3rd. He apologized and confirmed he would give me a refund for 12 months, rather than the 24+ months I asked for. I thanked him and sent in the completed closure form. Then we recieved another bill/automatic withdrawal from our banked account. Again, I did not hear back, so I emailed him on May 13th. This company continues to evade our efforts to cancel our account, and they have been billing us monthly for 2 years. I have not been able to find anyone that responds in a timely manner or takes action, even though I made it very clear we did not authorize these charges and that I would escalate to authorities if necessary. We followed the directions from our corporate office and closed our account two years ago, and it was never actually closed. I want a full refund from this company as I feel they are acting in a fraudulent manner at this point.

  Business response

  05/17/2024

  
  Good Afternoon,
  
  Thank you for reaching out so we may review and address your concerns. I apologize for the inconvenience you have experienced. I have verified two account that have been closed as of 5/15/2024. A reimbursement has been processed per the below, please expect to see those funds back into your account within 3-5 business days. This refund includes the billing from May 2023- April 2024 (deducted this May). You should see no further billing. I hope this has satisfied your concern.
  
  LHS 0002 - AP – ending in **** - Reimbursement Amount: $1,427.80
  LHS 0002 – Dejavoo – ending in **** - Reimbursement Amount: $390
  
  Please let me know if you have any further questions of concerned.
  
  Thank you,

  
  ****** 

  Client Relationship Manager II

  Operations Service Excellence - US Complaints

  Customer response

  05/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’ve closed my account had no contact and no activity on the account they keep charging my bank account

  Business response

  05/17/2024

  BBB complaint #******** - DBA: ******* ****** *****
  
  Thank you for the opportunity to respond to your complaint through the Better Business Bureau. We apologize for your inconvenience.
  
  Attached please find copies of your Merchant Agreement and Terms and Conditions for your review. In regards to your comments, "I've closed my account had no contact and no activity on the account they keep charging my bank account."
  
  We acknowledge that the Merchant attempted to close the account on February 26, 2024. However, our Worldpay Advisor informed the merchant to fill out and return the appropriate paperwork. The paperwork was returned but not filled in. Our records reflect an email sent to merchant on 02/27/24. Additionally, a conversation on 04/18/24, stating that we needed paperwork to be completed, as we did not receive documents back from the merchant. We also advised the merchant to contact their ISO to advise them of their intent to close the account. On 04/30/24 the Merchant stated that the ISO group was to call them on "Friday"  but no call.
  
  Your Terms and Conditions requires a 30 day written notice prior to switching to a new processor. As a standard business practice, the Merchant must sign and complete the Account Closure form. We did not receive a signed and completed form, this is the reason why the account remained open until May 1, 2024.
  
  We understand that the merchant is dissatisfied with charges to their account. However, the account was not closed in February and although the Merchant was not actively processing credit cards with Worldpay in March and April, they were subject to monthly fees associated with keeping the account open. These charges include and are not limited to Aquirer Network fees, PCI Non-Compliance, Saferpayments fees, etc.
  
  If you have any further questions, please contact us.
  
  Respectfully,
  
  Operations Service Excellence - US Complaints

  Customer response

  05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I called on February 26 and talked to somebody and they told me to fill out a piece of paper. I filled it out emailed it back and while talking to the person on the phone, they said that it is closed and everything is good to go I then received a bill for $100 And I called again the person on the other line said my my account was left open so I said I wanted it closed and he told me we got it closed and I do not have to pay the bill then I got another bill for $47 and I called and asked why and they said the bill was not Closed , I have spent numerous calls on the phone talking to them for hours to close an account that there was no activity on and they keep taking money out of my account with out my permission!
  
  Regards,
  
  **** *****
  

  Business response

  05/22/2024

  Thank you for reaching out to us so we can review and address your concerns. I apologize for any inconvenience you have experienced. I was able to confirm we received a closure request 2/26 however it did not identify the account(s) to be closed and the request could not be processed. Due to no completed request, including authorized signature and account identifiers, the account was delayed closure until 5/1. Can you supply a fully completed close form to assist in further consideration for a reimbursement?
  
  Thank you,
  Pamela N

*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. ↩