ComplaintsforWorldpay

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our interactions with Worldpay have been marred by unwarranted billing, a complete lack of responsiveness, and convoluted payment systems. Initially hit with a $100 noncompliance fee, we promptly paid, only to find the same fee on a subsequent invoice. We blocked this payment and sought clarification through their support system, receiving no response. This silence set the tone for all further attempts to communicate, despite our receipt of threatening notices regarding our account's status. Through five support tickets, we endeavored to understand the repeated noncompliance fees, affirmed our willingness to pay all legitimate charges, and sought guidance on navigating their payment portals—all to no avail. Our decision to terminate the agreement due to this ongoing non-communication was conveyed through the same unresponsive channels. Despite this, and our attempts to settle an outstanding processing fee balance of just over $80, we were barred from making payments. Meanwhile, our total balance has unjustly inflated to over $380, driven by additional noncompliance fees levied monthly, despite our clear termination of the agreement. This escalating balance, in light of our termination and the absence of clear communication from Worldpay, highlights a significant administrative failure on their part. We are seeking an immediate and thorough response to rectify these issues: a detailed breakdown or removal of the noncompliance fees, a viable method to settle the legitimate processing fees, confirmation of our contract's termination, and an adjustment of our account to reflect only rightful charges. Our goal remains to amicably settle our dues, contingent upon Worldpay's engagement and resolution of these unwarranted charges.

  Business response

  04/03/2024

  Good Afternoon *********,
  
  Thank you for reaching out to the Better Business Bureau regarding your processing account with Worldpay. We apologize for any inconvenience you have experienced regarding your *** Compliance. As you may already know, *** compliance for our merchants is maintained and monitored by a third party called *************.
  
  After receiving your message, I was able to log into the ************* portal and pull up your account. I was able to look over the communication history for your Merchant ID and verify that they have sent you multiple emails over several months trying to help you. They have sent numerous notifications regarding your noncompliance status as well as providing login information and contact information for support (please see attached).
  
  ****Although we do not reimburse for *** noncompliance as it is a Merchant’s responsibility to maintain their compliance, if you can locate the emails, you have been sent and follow the instructions to take care of your compliance, this will prevent any future billing from occurring****
  
  In your notes I read that you said there are five support tickets, but I am unable to verify any calls into support in this account. If you can please provide the Merchant IDs for all of your accounts as well as the case numbers for the five cases you say were opened, I will be happy to research further.
  
  I hope this is helpful. I will be standing by and will look forward to hearing from you.

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

  Customer response

  04/03/2024

  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.
  
  After carefully checking our records, we found the emails from ************* in our spam filter, shedding light on the missed *** compliance communications we had been searching for within Worldpay's system. This discovery, though enlightening, brings us back to our main concern regarding the significant lack of response to our multiple attempts for clarification through support inquiries (case numbers ********, ********, ********, ********, ********, ********). We are thankful for your recent response and recognize that earlier engagement from your team could have significantly eased navigating this issue.
  
  The information you provided was precisely what we had been seeking through our previous support requests. Additionally, the transition to collections and legal threats, considering our documented attempts to engage and seek clarification, including our clear intention to terminate our agreement due to ongoing challenges, was particularly disheartening.
  
  It's critical to highlight that, despite our expressed termination of the agreement, we continue to receive monthly noncompliance fees. This ongoing issue underscores the need for a comprehensive review of our account.
  
  To move towards a resolution, we propose to pay any outstanding processing fees, including noncompliance fees, accrued up to the point of our communicated intent to terminate the agreement. In exchange, we request a formal letter of agreement acknowledging this settlement and confirmation of the closure of our account, ensuring no further fees will be assessed. This step will provide clarity and closure for both parties.
  
  Despite these hurdles, we remain committed to finding an amicable solution that is acceptable for both parties. We trust in Worldpay's acknowledgment of our earnest attempts to communicate and look forward to collaborative action to correct the billing and support discrepancies we've encountered.

  Business response

  04/10/2024

  Good Afternoon,
  
  Thank you for this additional information. Please accept my apology for any confusion. The emails you replied to that are connected to the case numbers you provided are not directly attached to your account nor are they monitored by Customer Support. These are all Collections related emails asking for you to please call in as soon as possible at the number provided to discuss payment arrangements or to promptly mail payment to the address provided.
  
  I verified there are no cases in your account showing you had called in to Customer Support at any time requesting assistance. At the top of every merchant billing statement, you will see the Customer Support number is provided. Unfortunately, because the appropriate steps to close your account were not taken the account remained opened. In order to get your account closed and prevent any future billing you will need to please call Customer Support at your earliest convenience ###-###-####.
  
  ***Please note that only the Signer/Owner on the account can request closure and they must be able to pass security verification to do so***
  
  Additionally, any negotiations you would like to make regarding the balance due will need to be made by calling Collections directly. Please call them at the number that has been provided to you in the Collection emails. They have a wonderful group of people over there who will be happy to help take the necessary steps to bring your account into good standing.
  
  I hope this is helpful, please let me know if you have any questions. 

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

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  * I have 2 merchant service terminals with this company since 2017 * I wanted to cancel both accounts at 2 separate times. * 1st account request was on 10/3/23. Reason for closing Worldpay didn't interface with new software. Rep closed account I asked if I'd get a final statement and was told "no". * 2nd account was on 11/21/23. Reason the hard terminal haven't been working for months & I was told it was obsolete and I needed to purchase a new one at a cost of $350. This cost was not cost effective for me as we don't use it that often. So I asked to close the account. Never in both transactions was I told that there was any fees associated with this. * January 2024 I received my bank statement and there was 2 $495.00 fee deducted from Worldpay. * I called the company to inquire and was told these fees were for "Early Termination Fee". I expressed that not one rep told me about this fee and I had been a client since 2017. We no satisfaction I asked to speak to a supervisor. The supervisor told me they would not waive any fees and I asked to speak to his manager. The manager told me to refer back to my original agreement.. * I located my original signed contract dated 8-13-17 and on the 4nd page under "Special Instructions" the words "No early termination fee" are typed. * At this point I have found that this company is impossible to work with & I'm asking BBB for help.

  Business response

  03/13/2024

  
  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. If you can please provide the Merchant ID number(s) for the account(s) in question and the date in which that specific account was supposed to be closed and why, along with the signed account close request form,  I will be happy to research into this to see how I can best assist you.

  Also please note I was unable to open the documents you attached due to a format error. Attached you will see a screen shot of the error I received. if you can please save these in a different format that would be helpful.

  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
  
  
  
  

  Business response

  03/21/2024

  Good Afternoon ********

  
  I hope you are having a wonderful week. Thank you for providing the attachments.  I was able to locate both of your signed Merchant Agreements on file and after reviewing it has been determined that your request for reimbursement of the early termination fees in the amount of $495 per account for a grand total $990 is indeed valid.

  
  Please accept our apology for any inconvenience you have experienced. Please note that although the request for reimbursement has been submitted it can take up to 14 days to process. I appreciate your patience while the refund is processed to your account. I am grateful that I had the opportunity to assist you. Please let me know if you have any questions.

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

  Customer response

  03/26/2024

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

  I've checked my bank account and WorldPay has credited me both fees of $495 for a total of $990.00.  Thank you so much for your help in resolving this matter. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contacted Worldpay on Sept 3 that the restaurant has been sold and I no longer receive any services. I am still charged for the monthly pay of $50 and some other charges: $183.07 on Oct 2023 and $100 on Jan 24, 2024. I have not used Worldpay since I sold the restaurant. I did not receive the services.

  Business response

  03/13/2024

  
  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. If you can please provide the Merchant ID number(s) for the account(s) in question, along with the signed account close request that you provided to us, 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,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

  Business response

  03/21/2024

  Good Afternoon ******
  
  I hope you are having a wonderful day. I received verification on 03/19/2024 that your account was successfully closed. I see that this account close form was signed March 11. The most recent notes indicate that you changed ownership of the company but that the new owner went with a different processor. There was no 30-day notice provided prior to the selling of the account.

  
  Here is what I have been able to verify so far:

  
  •            The Change of ownership form was sent on 9/3/2023, in case ******** but case was closed on 9/12/2023 due to no response.

  •            Then the new owner called in 9/12/2023 but he was told that as the old owner did not complete the change of ownership process, and he would need to reach out to her to ask her to contact us to complete the process.

  •            9/22/2023 Merchant called in requesting totals for September. The advisor recommended you log in to IQ multiple times to get the informtion from your portal, but as Merchant refused the advisor went ahead and provided the informtion.

  •            Then on 11/5/2023 the Merchant emailed to a previous thread in the closed case ******** that the change of ownership form was sent out from, regarding charges to their account saying she sold the business, and the billing should be going to the new owner, but as the case she was emailing was closed there as no action taken.

  •            3/11/24 the Merchant called in and said she sold the business and that she returned all the documents back in September. As we do not show any documents were returned to us. I will request the Merchant to please send me the signed documents that she sent back in September.

  Please note that in situations where a merchant does a change of ownership, and the new owner stays with us and continues to process, any early termination fees for the previous owner are waived. In any case where there in no notice provided, and the new owner does not continue processing with us a $495 early termination fee would be assessed.

  
  As I have been unable to verify that the change of ownership form was ever sent back to us, and I have no record of an account close request dated before March 11 providing the required 30-day notice before you stopped processing in August, any documentation you can provide will be helpful. I will be standing by and will look forward t hearing from you. 

   

  
  Thank you,
  
  Krista A******
  ****** ********* ******* ******* *
  Operations Service Excellence - US Complaints
  
  
  

  Customer response

  03/21/2024

  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 do not think it is right to charge someone for a service he/ she no longer receives. 

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

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a large $495 early termination fee 8 months later despite giving 30 days written notification per instructions given to me by worldpay via email. When I called 2 weeks ago to inquire, I was told I breached the contract in that I did not provide 30 days notice however I did to the best of my knowledge and proccess. The problem was that my electronic medical record/documentation (EMR) and billing system was set up with WORLDPAY/FISGlobal for processing copays. When I terminated use of my EMR, my account with the EMR was "turned off" as requested, that inturn I believe disconnected worldpay/fisglobal. However, I was not aware that this would be a "breach" as I did not know the termination process on behalf of the EMR in regards to how it disengages from WORLDPAY/FISGlobal. No one told the middle man- me! When I called to inquire with WORLDPAY, I was told that I did not do my due diligence for "normal processing". However, there was no further payments to process. I gave them 30 days notice and paid their monthly minimum procressing fee. In the agreement It reads that I would agree to be charged this fee "in light of the financial harm it would cause to WORLDPAY/FISGlobal for my early termination". This exhorbant fee is more than an entire year of their "minimium $30 monthly procressing fees" which they did charge me for for the month. There was NO business respectable letter indicating a breach or fee until January 2024! As a small SMALL business with processing fees for the previous 3 months of a total only $17.39 you can see that I clearly had very little $$ to process, hterefore little income! The $495 has caused my business financial harm. WOLRDPAY/FISGlobal absolutley did not seem to understand that I cant terminate my EMR according to their timeline.

  Business response

  03/11/2024

  Good Afternoon *******,
  
  Thank you for reaching out to the Better Business Bureau regarding your former processing account with Worldpay. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns.  I believe there is some confusion regarding the Terms and Conditions 30-day notice, and I hope that I can provided some clarification.
  
  ***Please Note: The 30-day notice is meant to be an advanced notice that is provided before you stop processing.
  
  The date you signed the account close form is the same day you state you will no longer be processing and therefor would not be considered advanced notice. If you read Section B of the Terms and Conditions you provided regarding “Exclusivity”, you will see that it states that you shall exclusively receive services from us. If you provided a 30-day notice but then immediately moved to another processor and began processing with them prior to the end of the 30-day notice period, you are then not meeting the terms of your agreement regarding the exclusivity or the advanced notice and are therefore in breach of contract.
  
  Although I do understand you are unhappy about receiving the early termination fee, I do hope it is helpful to understand why the early termination fees is valid. Please let me know if you have any questions. 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

  03/11/2024

  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 did not stop the processing of payments on my part.  I stopped using my EMR and when they terminated my account THEY  termed the processing on their end. However, I am 100% sure  I still had online access to worldpay to process anything necessary until the 30 days ended. It was world pay that closed my account on the same day that my emr. So worldpay closed my account too soon. I let worldpay know when i was terminating my emr. They closed it based on that date. Luckily I did not need to process anything.  The fact that my emr disconnected from worldpay did not mean I disconnected from my services at worldpay. As far as i knew I still had access online to worldpay to finish out the remaining days. There should be something on the term form that allows you to term from your connected billing software without losing online access or allow for someone to check the box to keep the online terminal access for the specified normal processing time.  As far as I am concerned my online terminal was active until the 30 days. 
  
  Regards,
  
  ******* ********
  

  Business response

  03/18/2024

  Good Morning,
  
  Thank you for your reply. I apologize for any confusion. Please see the attached account close form. You will see that you signed on 6/13/2023, and you will also see in the field that reads “effective date of closure” you wrote 6/13/2023 as well. This would indicate that you wanted immediate closure with no intention of continued processing.
  
  If this date had said 7/13/2023 any other date beyond 30 days for that matter, that would have indicated you were providing a 30-day notice. The account would have remained opened until that date, and you would have continued to have access to the virtual terminal online. Unfortunately, although you are correct, the online portal would have afforded you the opportunity to continue processing, because you wrote that “effective date of closure” was 6/13/2023, the close was effective immediately.
  
  As The Account Close Team did exactly what you instructed, and unfortunately, as 30-day notice was not provided, the early termination fee is deemed valid. I understand this is not what you were hoping for, but I hope that you at least have a better understanding of why. I am happy I 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

  03/18/2024

  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

  03/18/2024

  This jargon is so new to me as a new business owner. So much try to process as a startup.  These fees are set up to catch people who trip when they are getting started.  I should have asked more questions before signing. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** ***** *******, Merchant #************ was a victim of "card cracking" on October 22nd 2023. Card Cracking is when a BOT runs high speed purchases with random 16 digit numbers on a shopping cart. The card cracker looks for successful card numbers to sell via the black market. The card cracker BOT generated around 700 transactions per hour. **** ***** did not understand what was going on. FIS attempted to withdraw $5,343.07 in fees for the "card cracking" fraud from **** ****** bank account, but ********** Bank blocked FIS. Later, a **** ***** customer, **** ***, made a $925 landscaping down payment via the shopping cart on 1/6/24. FIS & WorldPay stole the payment from **** ***** to pay themselves for the erroneous fees they charged. They're also wanting another $4,418.07 in fees. I'm an independent contractor & manage the **** ***** web site & have disabled the shopping cart until these fees are reimbursed back to **** *****. I contacted FIS on behalf of **** ***** ******* on January 11th. I was on the phone with FIS for over an hour being transferred from one department to another; collections, risk, fraud, customer service. No one clearly knew how to achieve the refunding & fee waiving, but FIS said that refunds were given when fraud occurred. I was told that a fraud investigation would have to be done & completed before a refund could be issued. I requested this investigation. No one called or emailed me & I made a second phone call to FIS on January 19th. This 2nd phone call resulted in **** ****, a FIS employee sending an email on urging someone to contact me at **************************** or at ###-###-####. No one from FIS or WorldPay contacted me. I contacted FIS again on 2/26/24 & was on the phone for yet another hour with no success. Sent an email to ************************, *****************************, and ******************** & informed **** **** that I'm requesting her to coordinate what needs to be done for these refunds & fee waiving to occur.

  Business response

  03/15/2024

  Good Afternoon,

  
  Thank you for reaching out to the Better Business Bureau regarding this processing account with Worldpay. We apologize for any inconvenience you have experienced. As I shared before, a third party manages this account.

  
  Please keep in mind as I also shared in the previous case, unfortunately you are not listed as a contact on this account. Please understand that due to the secure nature of this account, we are unable to provide any informtion to anyone other than the owner regarding these matters.

  
  That said, although I am fairly certain that this was already previously resolved in the prior complaint, I did go ahead and forward this to the appropriate team. I hope you have a wonderful rest of the day and please reach out to the owner on the account regarding verification of action taken.

  
  I hope this is helpful, and that you have an enjoyable weekend. 

   

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

  Business response

  03/25/2024

  Good Morning *******,
  
  I hope you had a wonderful weekend. I apologize for any confusion. As Mary had confirmed with you previously, the $925 is not related to card testing. As the card holder already filed a chargeback there would be no need for an additional refund to be processed.
  
  Please understand that once a chargeback is filed as long as a Merchant does not interfere with the chargeback process, the card holder is reimbursed automatically through the dispute. Unfortunately, because your bank did a stop payment on the $925, when we tried to debit the $925 from your account to fulfill the dispute, this interfered with the chargeback process.  You will now need to go through the Disputes Department. There is unfortunately no way around this.
  
  For further assistance you will need to please call Merchant support at ###-###-#### and let them know that you have a chargeback that you need assistance with. They will be able to get you to the Disputes Department. They can help you with the next best steps. 
  

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

  Customer response

  03/29/2024

  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.
  
  **** ******’ bank put a block against WorldPay during the week of November 27  because WorldPay attempted to draft $4,637.31 from the **** ***** checking account. WorldPay made the **** *ow $925 payment part of the card testing on January 6 – WorldPay seized the $925 to reimburse the $4637.31 of erroneous fees WorldPay charged to the **** ***** account. The **** *ow payment was to pay **** ***** ******* to deliver trees. **** ***** was low in inventory and needed to source trees from a supplier. But without the $925 payment, **** ***** had no capital to source trees for **** *ow. **** ***** delayed the **** *ow delivery until the week of January 15th in the hope that I could get a quick reversal of the Gateway debit. That reversal did not happen in time, **** *ow became frustrated, and **** *ow requested to his bank a chargeback after January 15. **** ***** never received the $925 and WorldPays’ inability to comprehend the facts or their insistence to keep $925 that does not belong to WorldPay is a waste of time. My next step is to file a complaint with **** and any other government agency that would be very interested in how WorldPay mishandles merchant accounts.
  

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

  Business response

  04/02/2024

  Good Afternoon,
  
  I hope you have had a wonderful week. I apologize for any misunderstanding. Although it is not Worldpay’s fault when a Merchant experiences fraud, we do sympathize and want to help out as much as possible when something unexpected like this happens. As I shared previously, I am happy that we were able to waive the $4418 balance for the processing fees caused by the fraud/card testing.
  
  As I explained before the $925 was not related to the card testing. The card holder/card holders card issuing bank filed a chargeback for the $925. Your ban rejected the ACH debit to your account for the chargeback that the card holder processed. Had your bank allowed the chargeback to be completed, this situation would have not occurred. Unfortunately, now that it has occurred, you will need to please reach out to the Disputes Department for any further assistance and they will be happy to advise next best steps. Please keep in mind the disputes process is time sensitive.
  
  Although I understand that you are having difficulty with this being the answer, I do wish you the best and hope you have a wonderful rest of the week. 

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

  Customer response

  04/11/2024

  The entire amount to be waived is $5,442.24. **** *ow did not request a charge back until the end of March. There is no record of world pay trying to collect for a charge back until the March 30th email sent by ****************. world pay is responsible for refunding $925 back to **** *ow, not **** ***** *******. Attached is timeline and supporting documents.
  
  ******* ******** *** **** ***** *******
  

  Business response

  04/15/2024

  
  Good Afternoon *******,
  
  I apologize for any confusion. I will do my best to explain. Beginning in August 2023, you began having billing rejects. Although you were continuing to process and use the services, when we tried to debit your account to collect the monthly processing fees there was not enough money in the account to cover the debit, so it was rejected by the bank with an insufficient funds message causing an ACH reject to go to Collections.
  
  Please see attached Excel spreadsheet showing ACH rejects since August 2023 to help identify the billing and chargeback debits.
  
  ***As we were able to verify that card testing did occur in your account in October, the Fraud Department was able to work with the Collections team to waive $4,418.07 of that balance as fees that were generated by fraud.

  ***The settlement of $925 was held and applied towards your outstanding balance on 1/6/2024.

  ***The Cardholder filed a chargeback and received their funds back via the chargeback process. However, the settlement was held and applied to your outstanding debt and the return was unable to be collected, which caused your outstanding balance in increase.

  ***As of April 9, 2024 the balance still due in Collections after batch withholdings is $1,024.33.
  
  When there is a balance due from billing/debit rejects Worldpay will attempt to recover what is due by batch withholdings. Batches will be held, and the balance will be deducted until the balance has been collected. The $925 that you processed in January was withheld to cover billing and chargeback that had been rejected outside of the fraud that occurred. Please keep in mind it can take up to 20 days for rejected fees to show in Collections therefore any recent ACH reject will not be calculated into this total.
  
  
  Please understand we do not file chargebacks; we only facilitate communication regarding chargeback. When your cardholder filed the chargeback February 26 the card holder was reimbursed for the $925. When we attempted to debit your account to recover the funds that had been reimbursed to the cardholder, your bank rejected the ACH debit. Now that the dispute has officially been decided in favor of the card holder, the ACH reject just as the others beginning back I August of last year, will follow the Collections process of batch withholding and repayment communication in attempt to bring your account into good standing.
  
  
  Currently the best option for you is to work with Collections Leaders to bring your account in to balance. Please call ###-###-#### (Monday thru Friday 8am - 5pm EST) and they will be happy to help you. I hope this has been helpful. 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

  04/23/2024

  
  I have no email records from world pay providing an explanation or attempts to debit on all the line items of the provided spread sheet.
  
  Line items 10, 11 and 12 have explanations from **** ****** Bank. 

   

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

  Business response

  04/29/2024

  Good Morning *******,
  
  
  Thank you for your reply.  As I previously confirmed, although you continued to process transactions using our services, you then rejected all billing for that processing as well as the ACH debits for any chargebacks filed by your customers going all the way back to August 2023. These ongoing ACH rejects caused your account to be in the rears for the past 9 months. Batches were then withheld in an attempt to recover the balance that was accumulating for the unpaid fees and chargebacks that rejected.
  
  
  Please note that it is a Merchants responsibility to reconcile daily. You received invoices in the form of monthly billing statements every month, showing exactly what your monthly fees were. You also received chargeback notification any time a chargeback is filed.  Please note it is also a Merchant's responsibility to also make sure there is enough money in their account at all times to cover the ACH debits for their monthly billing as well as any chargebacks that they may be filed.
  
  
  The line item response you noted from the bank on the spreadsheet provided were for insufficient funds, then it appears we were blocked by your bank. For any furhter questions regarding the bank responses, you will need to please ask your bank. We have provided you with as much information as we can. You will need to please contact Collections Team as previously directed and work with them directly for any further assistance. They will be happy to work with you to bring your account in to good standing.
  
  
  I hope this is helpful, have a great day.

   

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

  Customer response

  05/07/2024

  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.
  
  ******* ******** *** **** ***** *******
  

  Customer response

  05/23/2024

  I reject because their figures provided do not match with my records. Worldpay also never sent any information to **** ***** on upcoming draft amount or explanations.

  Business response

  05/31/2024

  Good Afternoon,

  All account activity, including invoices and chargeback details are locating in your online portal at ****************, under Reports & Statements. 
  Please reach out to Worldpay Collections to bring your account to a current standing: ###-###-#### - Monday thru Friday 8am - 5pm EST.

  Thank you.
  Pamela

  
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We are a seasonal motel and have been processing our credit cards through WorldPay since May 2021. We have been charged over $200+ a month for their processing services for those months during the time our motel has been closed (November-May) . At the close of 2023 season in October our terminals were no longer active for charges and no payments were able to be processed through WorldPay. I contacted WorldPay to close our account and they are now demanding that we pay 495.00 to close the account, because we didn't give them a 30-day notice. Asked if they could just close the account after 30 days, they stated that we Can Not give them a 30-day notice because we are Not Processing payments, yet we are Currently paying for their Processing services every month. The credit card terminals that they have provided for us are integrated into our ********** ******** system, and ********** ******** is no longer accepting payments through WorldPay. We attempted to come to some reasonable resolution without any results at all. We believe these practices to be unreasonable and unjust.

  Business response

  02/23/2024

  Good Afternoon ******
  
  Thank you for reaching out to the Better Business Bureau regarding your processing account with Worldpay . We apologize for any inconvenience you have experienced. If you can please provide the Merchant ID number(s) for the account(s) in question. 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,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

  Customer response

  02/26/2024

  Better Business Bureau:
  ****** *******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints

  has requested that we provide our merchant Id number, our ID number is ************* our property name is ********* *************

  Business response

  02/29/2024

  Good Afternoon,
  
  Thank you for providing the additional information. I am actively researching, and I am hoping you can please provide a little more information regarding your account close request.
  
  I was able to see that you called in November because you said you had switched processors. I also verified that the last day of processing was October 8,2023. As you were advised previously in order to avoid early termination fees a thirty-day written notice is required, and a Merchant must continue processing throughout the thirty days as per the terms and conditions to meet the obligations of their agreement.
  
  Did you by any chance call in prior to the end of your season to provide a thirty-day notice? If you please provide any documentation you may have that would be very helpful. I appreciate you providing any additional information you think would be helpful. I will be 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
  
  
  

  Customer response

  03/15/2024

  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.

   

   

  Hello we have closed that account would it be possible to send us a check to our address at **** ********* *** ***** ***** ** *****?

  Make payable to ***** ***** *****.

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

  Business response

  03/18/2024

  Good Morning *****,
  
  Thank you for confirming the Legal Address as the preferred mailing address. I sent I the request to have a paper check reimbursement in the amount of $895 for the fees charged in November, December and January billing as follows:

  
  01/31/2024 -$232.19 ********* ******** ************* ***
  11/30/2023 -$232.19 ********* ******** ************* ***
  12/31/2023 -$431.19 ********* ******** ************* ***
  
  The Reimbursement Team responded back that although they are happy to assist with a paper check reimbursement, there is a balance due in the account in the amount of $495 for the early termination fee that needs to be brought in to balance first. Looking over the case notes I do see that the Early Termination fee was discussed with you. Although I understand you said you could not be expected to process as normal during your off season, in order to meet the Terms and Conditions of your agreement, appropriate notice would have been required prior to end of your processing season if you were intending on closing the account.
  
  That said, I was provided two options to assist you. We can either deduct the $495 from the reimbursement for the fees you were charged in error, or you can choose to pay the $495 as a separate transaction and then the full reimbursement will be processed. Please let me know how you would like to proceed.
  
  I will be standing by and will look forward to hearing from you. 

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

  Customer response

  03/21/2024

  Better Business Bureau:
  
  Hello, we like them to deduct the 495.00 and mail us a check for the difference. Thank you very much for all of your help.
  
  ***** ********
  

  Business response

  03/27/2024

  Good Afternoon *****,
  
  Thank you for your reply. I am happy to report that I received confirmation that the payment request has been processed. I also verified that the check should be mailed out on Thursday March 28, in the amount of $400.57.
  
  A request has been sent to the Collections team, to clear your balance. This will bring your account into good standing. I am happy I had the opportunity to assist you and hope this is helpful. I  hope you have a wonderful rest of the week, please let me know if you have any questions. 

   

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

  Customer response

  04/02/2024

  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. 
  
  Regards,
  
  ***** ********
  

*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. ↩