ComplaintsforWorldpay

• 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

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - 3/14/24 paid $307 for ******** ****** credit card processing terminal - 3/16/24 informed Worldpay associate Mark W**** of multiple issues with machine. Could not process transactions. - 3/17 Mark informed us the machine had the wrong file installed and advised us to contact support. He said "If they cannot get it to work, it is under warranty. We can replace it. If they can not get a replacement to work properly, I will have you return it, we will refund you the cost, and get you a different model." We continued our business relationship with Worldpay under the assumption that we were covered in case of further issues. 3/17-3/22 - Issues solved temporarily. 3/23 - Unable to process transactions again. The terminal would process one sale before freezing and needing to be reset. Spoke to Mark...told a new machine was being sent and the faulty one we'd paid for had been discontinued due to the number of complaints. 5/1 - Received new ******** terminal. ******** would not work, reading "server error" after every transaction. Contacted Worldpay for troubleshooting...They installed a file and problem was temporarily fixed. 5/3 - Server error issue came back. At this point we've tried two new machines and neither work as advertised. We opt to contact our local bank to hear their credit processing options. After a conversation with them, we decide to switch processing companies as we were not receiving the expected service from Worldpay. We informed Mark we'd be switching companies and would like to return the terminals. He then replied that they are no longer under warranty and he's not able to accept returns. 5/9 - We call Mark back after finding the email where he said the machines were covered and refundable. He still rejected our return, explaining that policy is a 30 day warranty. If he'd told us the replacement machine didn't include a new warranty for testing, we would've denied it altogether and returned the original Ingenico while we still could.

  Business response

  05/15/2024

  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. We are happy to help you and will research the information that you provided. 
  
  Thank you,
  
  Kim H******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  T: ###-###-####
  E: *************************************
  
  

  Customer response

  05/17/2024

  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.
  

   

  Still waiting for resolution/response. 
  Regards,
  
  ******** *****
  

  Business response

  05/21/2024

  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.
  
  The device is not returnable after 30 days but is under warranty up to 1 year. As a courtesy due to the issues, we have processed a partial refund for $200 as a courtesy. Please expect to see the refund within five business days. We hope this has satisfied your complaint.
  
  Thank you,
   
  Kim H 
  Operations Service Excellence - US Complaints
  
  

  Customer response

  05/21/2024

  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.

   

  We paid $307 for the terminal. Our first complaint was raised well within the 30 day timeframe and a replacement device was sent out. Again, if we were informed that the replacement terminal would no longer be returnable we would've refused it and returned the faulty ingenico from the start. Please refund the whole $307, we are more than willing to return these machines..we have no use for them here. Neither devices were used for 30 days on their own and that return period is 30 days after receiving a working device...We did not. To reiterate, a second terminal would never have been accepted if we were told our return period wouldn't be refreshed. 

  
  Regards,
  
  ******** *****
  

  Business response

  05/29/2024

  Hello ********,
  
  Thank you for your patience. You should have received two call tags to return the devices. Please return the devices (****** and *****) as soon as possible to have further reimbursement eligibility reviewed. The call tags were email directly to ************************.
  
  Thank you,
  
  Kim H
  Operations Service Excellence - US Complaints

  Customer response

  06/04/2024

  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,
  
  ******** *****

   

  Hello,

  Only one call tag was emailed to us. I have both devices boxed up together under the same call tag. It’s ready to be dropped off with ***** later today. Response will be accepted once reimbursement has been processed (after you receive the devices). 
  

  Best,

  ******** *****

  Business response

  06/04/2024

  Hello ********,
  
  Please do not mail them both back together. The reason for two separate call tags is because these were supplied by two sperate companies and credit would have to come from each company prior to a refund being able to be issued. 
  
  One will be coming from a do not reply email from Pos Portal. The other will come from ************************. Please advise if you need new call tags sent. 
  
  Thank you,
  Kim H******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
   
  T: ###-###-####
  E: *************************************
  
  

  Customer response

  06/07/2024

  Hello, 

  We only received one call tag. Both were shipped under that one the other day, as we did not receive a response. The package is trackable, so that warehouse will have to ship the device they're not responsible for to wherever it needs to go. Please keep us updated. 

   

  Best, 

  ******** *****

  Business response

  06/07/2024

  Good Afternoon ********,

  
  Thank you for your reply. We apologize for any confusion. We were able to verify that it is okay that both terminals were shipped together under the one return shipping label. We received confirmation that we can just work it out with the vendor on our side, once we receives confirmation that the shipment has be received.
  
  If you can please confirm which shipping label you used, I will pass this information forward so it will be easier to track. One of the labels was sent from a do not reply email from *** ****** and the other would have been from ************************.
  
  I hope you have a wonderful weekend. I will be standing by ad will look forward to hearing from you.

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

  Customer response

  06/14/2024

  Hello,

   

  The shipping label used was from the *** ****** no reply. It was addressed to *********** **. Tracking number **** **** ****. Thank you for sorting it out. Please let me know when I've been credited and I will mark as resolved.

   

  Best,

  ********

  Business response

  06/17/2024

  Good Afternoon ********,

  
  Thank you for your reply. We did not want you to have to wait any longer for the reimbursement, so the $307 credit was already processed to your account on file last Tuesday, June 11th.

  
  Please see the attached documentation paid. Once again, we apologize for any inconvenience you experienced and appreciate the opportunity to assist you. We hope this is helpful And hope you have a wonderful rest of your week. Please let us know if you have any questions.

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

  Customer response

  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.  Thank you for working with us to find a solution. 
  
  Regards,
  
  ******** *****
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have tried for almost 3 years to cancel these services. We have not used this company in 4 almost 5 years. The person who signed up for this has passed away. We keep getting invoices saying we owe money but also shows no activity on the invoices. They have given us phone numbers to call that are invalid as well as an email address that I'm pretty sure is invalid as well. All we want is for this to stop. And we cannot find anyone to help. I even email the media contact person & have not had a response back. They keep saying we have to call our rep, but we have no idea who that would be as well as the phone numbers are disconnected & go straight to voicemail.

  Business response

  04/30/2024

  Good Afternoon ********
  
  Thank you for reaching out to the Better Business Bureau regarding these processing accounts with Worldpay. We are sorry for you loss and we apologize for any inconvenience you have experienced getting these accounts closed. I was able to verify that these accounts are managed by a third party, and I have engaged the Team that assists with these accounts and have asked for their assistance in this matter.
  
  I appreciate your patience as we ask you to please stand by for support. 

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

  Customer response

  05/03/2024

  Better Business Bureau:
  
  I have not received a voicemail or e-mail in regards to this matter so not sure where she claims she called & e-mailed. We just want this resolved. Not sure why it's having to be drug out like this. 
  
  Regards,
  
  ******* *****

   

  Business response

  05/07/2024

  Good Afternoon ********
  
  Thank you for your reply. Sorry for the confusion. I am I received verification that a Service Manager was attempting to reach out through the contact information affiliated with the account. I advised her that the old contact information was no longer valid.  As you are not listed on the account, she passed your contact information as provided in the BBB portal on to the Partner, who confirmed they sent you a direct email. If you can please verify you have received the email in your inbox, that would be appreciated.
  
  We appreciate your patience and I am standing by in case you have any further questions.

   

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

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Formal Complaint Regarding Repetitive Notices and Unresolved Dispute with Worldpay To Whom It May Concern, I am writing to file a formal complaint regarding the ongoing issue of repetitive notices and unresolved disputes from Worldpay. The balance in question has been thoroughly investigated by Chase Bank, resulting in a decision in my favor. This outcome was based on the evidence provided by both parties and in accordance with the applicable terms and conditions. Despite this resolution, I continue to receive repetitive notices from Worldpay, which prompts unnecessary concern and confusion. Given the circumstances and the bank's conclusive findings, I requested a written statement from Worldpay confirming that I am absolved of any responsibility concerning the disputed payment. This document is crucial to prevent any further misunderstanding and to officially close this matter. I must emphasize the importance of resolving this issue promptly. Should there be no written response or resolution from Worldpay's side, I will feel compelled to file a formal complaint with the Better Business Bureau (BBB). It is in our mutual interest to avoid such measures and ensure this situation is resolved amicably and efficiently.

  Business response

  04/18/2024

  Good Afternoon ******

  Thank you for reaching out to the Better Business Bureau regarding your former processing account with WorldPay from FIS. We appreciate the opportunity to review and address your concerns. I apologize for any inconvenience you may have experienced.

  
  I understand that your concern is regarding the Early Termination Fee your account was assessed due to breach in contract. I see you had previously been sent a copy of your agreement along with your Terms and Conditions and were guided to review Section 1A. and 7B. on the Terms and Conditions that state a 30-day written notice needs to be provided to avoid the Early Termination Fee.

  
  I believe from reading over all your cases that there may be some confusion regarding the 30-day notice. I am hoping I can help clarify. Throughout the 30 days following notice a Merchant must continue to process as normal. Because you had switched processors MID September and ceased processing on September 15, even if the POS was still active,  you were found in breach because the processing ceased prematurely. I am sure you can now understand that although we did not actually receive your account close form until October, even if we went back to August when you first mentioned account closure if a merchant provides a 30-0day notice but then starts processing with another company before the end of the 30 days, it defeats the purpose of the requirement to provide the notice to begin with. This is why you were found in breach.

  
  I hope this aids in your understanding of why this fee was applied. The fee is determined to be valid. We thank you for the time that you spent with us at Worldpay from FIS. Please let me know if I can be of further help.

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

  Business response

  04/29/2024

  Good Afternoon,

  Thank you for your reply. As I previously explained, as you did not continue to process as normal during the 30 day notice time frame this is considered a breach in contract. I understand you do not like the answer, but unfortunately a 30 day notice is required as part of your terms and conditions. To say that the terminal was active the entire time, but you just stopped using it , and were not processing by any other means does not change the fact that you did not continue to process as normal through out the 30 days as required. If you cease processing during the 30 day notice, it defeats the purpose of providing the 30 day notice that is required to avoid the early termination fees. 

  I hope you have a wonderful rest of the week this makes more sense. 

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

   

  Customer response

  05/01/2024

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

   

  I did give the 30 days notice before moving over to make transactions with any other provider. if you have a proof that otherwise occured you need to provide it 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  04/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 2021 Worldpay added an “opt out” review tracker program to our account without consent or even our knowledge. They’ve been charging our account for four years. We never signed up for this of even knew what it was. I’ve tried to negotiate through our point of sale company who requires us to process with Worldpay solely to no avail. I want all money they took without consent returned. There are other folks like me who use the same point of sale company (**********) that are unaware of these charges. Hungrrrush will do nothing to correct this. Just two partnered unethical companies that deserves to be investigated at minimum. Thank you for reading. Contact me for any information or details I can add. This is the first time I’ve ever done a report like this. They motivated me to do so because I just know there are others unaware like I was.

  Business response

  04/15/2024

  Good Afternoon *****,
  
  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. I appreciate the opportunity to research and was able to verify the following advanced notification regarding ****** ********:

  
  **On  March 31, 2020, an email regarding ****** ******** was first sent out to the Signers email on file
  **On April 1, 2020, a follow up email was sent with enrollment information.

  
  Although your account was enrolled and first billed for ****** ******** in July 2020, the first call into support I see inquiring specifically about ************* is on March 15, 2024. As per the Merchant Terms and Conditions it is a merchant responsibility to reconcile daily and let us know with in 30 days of any billing statement or report if there is a issues so we can review and assist in any issues in a timely manner. As you have been enrolled in the service for almost 4 years, I was wondering if you had any documentation or verification, you had called into support requesting assistance with ************* prior to March 2024? If you can please provide this additional information that will be very helpful.

  
  That said I was able to confirm that ************* has been successfully removed from your account. This will prevent any future billing. Any additional information or documentation you can provide regarding your request to cancel your *************, will be appreciated. I will be standing by and will look forward to assisting you, have a wonderful day. 

   

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

  Customer response

  04/15/2024

  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,
  
  ***** ******
  

  Customer response

  04/16/2024

  I did not knowingly approve any “opt in” or “opt out” programs. 
  Worldpay should have never set up my account for me I did not knowingly give them authority to do so. 
  

  I did not know I was enrolled or that I was being charged for a program that I needed to opt out of. Clearly I am not the only customer they’ve done this to. 

  Business response

  04/17/2024

  Good Afternoon,
  
  You were provided with adequate notice of the roll out of this new product and given opportunity to opt out if desired at that time. You could have also called into Customer Support any time following enrollment if you wanted to cancel the service as well.
  
  **On March 31, 2020, an email regarding ****** ******** was first sent out to the Signers email on file
  **On April 1, 2020, a follow up email was sent with enrollment information.
  **The first call into support I see inquiring specifically about ************* is on March 15, 2024.
  
  As per the Merchant Terms and Conditions state the following from page 1 section 5D:
  5. Your Responsibilities.
  
  D. You agree to balance and reconcile the Designated Account and the Reserve Account each day. You shall immediately notify us of any missing or improperly deposited funds. Additionally, you agree to review our (or our agents’) reports (including those made available online), notices, and invoices. You agree to accept any report, notice, invoice, service deficiency, or billing or payment error if you fail to reject or dispute it in writing within 30 days of the date we made it available to you. We may make our reports, notices and invoices available to you in accordance with our standard processes, which are subject to change…..
  
  That being said if you can please provide any documentation, showing you reached out to Support requesting for the ****** ******** to be cancelled prior to March 2024 this would be helpful to your reimbursement request. I will be standing by and will look forward to assisting you, have a wonderful day.

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

   

  Customer response

  04/17/2024

  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 never saw these emails four years ago. I included screen shots of emails. 
  it is very important to read the final sentence about it all being terminated after free trial. I never participated or clicked any links provided to choose to start an sccount or anything because I never was aware of these emails. You did and without permission. No one ever followed up about this program in any way with us ever or I would have heard about it.  No where does it say I must terminate the account you created. 
  At least ********** admitted it was a lousy thing to do and they gave completely stopped using these “opt out “ programs with Worldpay. 
  All charges were unauthorized ! 

   

  Business response

  04/22/2024

  Good Afternoon,
  
  Thank you for your reply. Although I do understand you are saying you never saw the emails from 2020 until now, as per the Terms and Conditions it is still Merchants’ responsibility to reconcile daily, and let us know within 30 days of any report to let there is an issue. That said although the first call in to support was not until March 15, 2024, as a service gesture, we have reimbursed the past 90 days billing.
  
  Although I do understand this is not the amount you were asking for, we do hope this service gesture is helpful. The reimbursement was processed to the bank account on file. Please allow 3 to 5 business days for the funds to hit your account. I appreciate the opportunity I had to assist you and hope you have a wonderful rest of the week. 

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 8, 2024 We use a company called Authorize Net as a gateway for credit cards. Our credit card processor is WorldPay. Both agencies validate we are PCI compliant. Our bank statement has WordPay (SECURITY CARD SER) taken out ($90.34) for being noncompliant. If I"m understanding correctly will be taking this fee out monthly. I called security card services to verify this is an error.(###-###-####) I have been on the phone since 11, it's, now 4:03, and transferred 14 times! No one knows anything - they refuse to let me speak to a supervisor. The company is unresponsive to its customers. I would like our fee of $90.38 returned. Every representative we have spoken to, although polite, doesn't seem to have a good grasp on English, and they keep referring me to the same number for help

  Business response

  04/09/2024

  Good Afternoon *********

  
  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 due to confusion around the Regulatory Compliance fee. This is not a monthly fee nor is it in any way affiliated with your PCI compliance, but I completely understand why there would be confusion. 

  
  As a processor we incur the costs of certain regulations and other requirements for our merchants. To stay compliant with the IRS, we process our merchants’ 1099-K forms. To help cover the cost of this process, Worldpay Integrated Payments charges a regulatory compliance fee.

  
  The IRS requires all merchant acquirers and processors to report merchant credit card processing. The credit card industry must provide a 1099-K form to the IRS, reporting all merchants tax identification number (TIN) and tax filing name. The regulatory fee is assessed for processing the 1099-K form on behalf of all of our merchants and ensuring the proper filing of this form.  This is an administrative cost; it does not mean that merchants are being billed to get their 1099k form.

  
  I hope this explanation was helpful. Please let me know if you have any questions. 

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

  Business response

  04/16/2024

  Good Afternoon *********
  
  I hope you are having a wonderful day. I received confirmation that someone from our ISO Support Team was able to reach out to you directly and go over the annual fee that was assessed, and I was told that this has been resolved.
  
  I appreciate your patience while we worked to fine someone to help you understand the charge, and I am grateful we had the opportunity to assist you. Please let me know if you have any further questions. 

   

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

  Customer response

  04/16/2024

  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.  We decided to look into another processor. 
  
  Regards,
  
  ******** ********
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting February 21, 2024 we contacted WorldPay/FIS in regards to using them as a credit card processing needs for our small Chiropractic Office. We were contacted by an Sales Executive Paul Biledeau who assured us there would be no contract and that we needed to purchase two machines at $425 apiece. After recieving/setting up the equipment on March 1, 2024, we bacame aware that the service was incombatible with our program. We immediately called to cancel service and return equipment the same day. The Sales Exec told us he needed to generate a return and account cancellation. After a week with no response, We called directly to company and recieved a return label and were told we had a 3 year contract that needed to be cancelled. After returning equipment and recieving confirmation of delivery on March 11, 2024, We were tod it would take 7-10 business days to get our refund of $902.10. After repeated phone calls starting March 25, 2024, the comapany keeps starting new cases and seemingly will not be refunding. Big regrets working with this unprofessional comp

  Business response

  04/09/2024

  Good Afternoon *****,
  
  Thank you for reaching out to the Better Business Bureau regarding your former processing account with WorldPay from FIS. We apologize for any inconvenience you have experienced. I forwarded your informtion to Paul Biledeau and he confirmed that your account can be closed without penalty of early termination. He and his leader have also approved the reimbursement request.
  
  I confirmed the account was successfully closed 3/18/2024. If you can please confirm that the bank account we have on file is still active and able to receive deposits, we can move forward with the reimbursement request as soon as we have confirmation.
  
  Please confirm: 
  R&T:      *********
  DDA:     xxxxxxxxxx****
  
  I appreciate the opportunity to assist you. I am standing by and will look forward to hearing back from you. 

  
  
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  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. ↩