ComplaintsforWorldpay

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company continues to charge me when I have no longer use the service and they will not cancel my service because I’ve never signed an agreement with them yet they continue to remove money out of my bank account. I requested on five different occasions to speak to a supervisor, but they just played dumb and act like there is no supervisor available and put you on long hold times. The most unhelpful group of individuals in the world when you want to leave them. They’ll do anything they can grab extra money from you even if they have no signed agreement on file and they will not stop the charges until you sign the agreement to justify the charges they’re putting in place. This should be completely criminal. Do not do business. You will absolutely regret it.

  Business response

  09/20/2024

  Good Afternoon Amir,

  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. We appreciate the opportunity to review and address your concerns. If you can please provide the Merchant ID number(s) for the account(s) in question as well as a brief summary of what has occurred we will be happy to research further and see what we can do to help you get your account closed.

  Any information you can provide is greatly appreciated. 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
  
  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 12,2034 WorldPay deducted $375 from my business account for an early termination fee. My contract with them did not have an early termination fee and they said I would be refund. Also because they debited this money it caused a payment I had for $374 to bounce. I was assessed a $30 NSF charge. Today is 9/6/24 and I still do not have my money. They have caused me 2 NSF fees because of this and are refusing to refund the extra $60 they caused me to be charged. I have been getting the run around for 2 months now and that is not acceptable. I need my $375 and I need my $60 back!I have been dealing with Alex Wilkinson from Impact Pay who is a go between for World Pay

  Business response

  09/16/2024

  Hello *****,
  
  Thank you for contacting us and allowing us the opportunity to address your concerns. We sincerely apologize for any inconvenience this situation may have caused. Upon reviewing the circumstances surrounding the Early Termination Fee that was erroneously deducted, we have made multiple attempts to issue a refund. Unfortunately, due to a block placed by your bank, these attempts were unsuccessful. We are pleased to inform you that since the removal of the block last week, a refund of $375 was processed on 9/13/2024. Please allow three to five business days for the transaction to reflect in your account. About the additional $60 in overdraft fees, we are currently conducting a review. To help us in this matter, we kindly request that you provide us with copies of your bank statements showing the overdraft fees. This will enable us to expedite the review process. I look forward to hearing from you. 
  
  Thank you,
   
  K** H
  Operations Service Excellence - US Complaints
  
  

  Customer response

  09/18/2024

  After sending info on what I needed for this complaint, IMPACT PAY the sister company of WORLD PAY has agreed to pay my overdraft fees. Kudos to them for stepping up and doing the right thing!! 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 30, 2023, on behalf of my small business, through my business banker at ***** ***** ****, entered into a commercial equipment lease agreement with *********** ****. The agreement was for a Commerce360 Poynt C Wi-Fi terminal for a duration of 36 months, with base lease payments set at $48.90 per month. The vendor providing the payment processing services, Worldpay from FIS, agreed to charge a 3.5% transaction fee for transactions processed through the terminal. However, starting in November 2023, I began noticing unauthorized charges on my account from Worldpay. In December 2023, despite no transactions being processed through the Worldpay system, I was charged the following fees: $52.32, $67.45, $154.14, and $176.75. Similarly, in January 2024, with no transactions occurring, I was charged fees amounting to $57.64, $67.45, $147.35, and $153.53, leading to $160.00 in overdraft fees. The pattern continued in February 2024, with charges of $57.64, $37.00, $57.64, $67.45, $142.40, $147.35, and $57.64, resulting in an additional $37.00 in overdraft fees. Despite multiple attempts to resolve this issue, neither ***** ***** **** nor the vendor sales representative, Robert Rege, could provide an explanation for these unauthorized charges. Furthermore, Mr. Rege has been unresponsive since I signed up for the service. The situation escalated to the point where, in March 2024, my account at ***** ***** **** was closed due to the ongoing, unexplained deductions and overdraft fees. I returned the leased equipment to ***** ***** **** in an effort to mitigate further losses. However, these issues have been reported to the credit bureaus, significantly damaging my credit rating. I believe that both Worldpay has engaged in unethical and potentially fraudulent business practices by imposing these undisclosed and unauthorized charges.

  Business response

  08/30/2024

  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. We appreciate the opportunity to review and address your concerns. I am hoping to provide additional information regarding your accounts and billing that may be helpful.

  
  It appears you have multiple accounts that were all opened in 2023. All accounts were under a 3-year processing agreement.
  
  ******************* 3-yearmerchant agreement signed 8/30/23, account was closed in breach of contract on 02/11/2024
  
  ******************* 3-year merchant agreement signed 8/27/23 account was closed in breach of contract on 06/18/2024
  
  ******************* *************** 3-year merchant agreement 8/30/23 account was closed in breach of contract on 06/24/2024
  
  I also verified your equipment was under lease. Please note that the lease was a payment contract, returning the equipment would not release a merchant from responsibility for payment. A merchant needs to contact support regarding the agreement and see what can be done regarding the lease.
  
  ******************* equipment lease agreement $48.90 a month (please call into support at your earliest convenience to tell them you need to speak to someone regarding your lease).
  
  If you please review each of your signed agreements, you will see that pages 4 and 5 do speak to additional fees
  
  ******Safer Payment basic $24.95 per account (Safer payments is a 3rd party who assists with PCI Compliance) page 4
  
  ******Minimum processing fees $30.00 per month Page 5
  
  
  I also did verify you were being charged PCI noncompliance fee in each account for $49.95 in each of your accounts, this fee was due to your not completing your PCI compliance scan with Safer Payments as is required by the Terms and Conditions of your Merchant Agreement.
  
  There is one more additional charge that I was able to see for your eComm gateway use for Authorize.net in the amount of $25.00 per month for MID *************.  You will need to please reach out to Authorize.net directly to ask them to please close your account
  
  *****You will want to call ************ and provide your Payment Gateway ID: ******* and tell them you closed your account with Worldpay in June but are continuing to be billed, they will be able to assist you to close your account.
  
  As far as I can tell by reviewing your signed merchant agreement and the terms and conditions the billing does all appear to be valid. Please note that even if a merchant is not processing in their account all of the standard monthly fees do apply. As your accounts have been sent to Collections due to your bank rejecting your fees, you will need to please work with Collections to bring your accounts into good standing.
  
  I hope this is helpful. Please let me know if you have any further questions.

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

   

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Worldpay is our credit card processing company. A few months ago, we discovered some fraudulent transactions under one of our accounts with them. Worldpay tried to blame the issue on us, but I feel the security breach was on their end. The whole situation was not handled well by Worldpay, so we decided to look for another credit card processing company. When I called Worldpay asking what the process was to terminate the contract, I was told that the contract is set to auto-renew every year, and that according to the contract, unless they are given written notice at least 90 days before the renewal date, the contract auto renews. I was a couple of weeks away from the renewal date, but they said that since it was less than 90 days, the contract would have to renew for another year, or I would have to pay $495 for an early termination. It just feels wrong for them to force me to either stay another year, or pay the $495, especially since the original term of the contract of 3 years has already passed. At that point, I would have been canceling before the contract auto renewed, but they still consider it an early termination. I thought they were supposed to send a reminder saying the contract was coming up for an automatic renewal, but they didn't. It just feels like they do that on purpose, counting on people missing the 90 day mark. I can understand having to give notice, but I believe being forced to stay another year because I didn't do it 90 days prior to the renewal date is wrong. To me, this is a sneaky way of doing business. So, I ended up telling them I needed to cancel anyway because I don’t want to do business with them anymore. I told them if they have to charge the $495, so be it, but I think it would be wrong if they do.

  Business response

  08/12/2024

  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. We appreciate the opportunity to review and address your concerns. If you can please provide the Merchant ID Number(s) for the account(s) in question, I will be happy to see how I can assist.

   

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

  Business response

  08/20/2024

  Good Afternoon ******,
  
  Thank you for confirming the merchant ID numbers for your accounts. I forwarded your information to ******* ******* along with your complaint. After review they have determined that as a customer service gesture, they will accept the 30 day notice you have proposed and have agreed to waive the early termination fee (ETF) of $495 per account.
  
  I have notified the Loyalty Advisor who has been working with you, R***** R****** that the 30-day notice is acceptable, and the ETF is to be waived. Please feel free to continue to work with R***** to complete your account close process. I hope this is helpful; please let me know if you have any questions. 

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

  Customer response

  08/23/2024

  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.  Thank you!
  
  Regards,
  
  ****** ********
  

• 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
  
  

*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. ↩