Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer for almost a year now. I was promised no leasing fee on the machine as well as competitive rates. For the first 3-4 months everything was as promised. Gradually fees starting getting higher and i was being charged a leasing fee. I have tried emailing and calling the company with no response. When I do get through, the system answers and then hangs up. I cannot even cancel my services with them because I have zero communication.

  Business Response

  Date: 09/20/2024

  Thank you for bringing your concerns to our attention. We apologize for any frustration and inconvenience you have experienced with our services. At Total Card Payments, we strive to provide transparent and cost-effective solutions to all our customers, and it is disappointing to hear that we have not met your expectations.
   
  We take all feedback seriously and are committed to addressing the issues you have raised, per your conversation with our Operations Manager:
  
  The leasing fee youre being charged was part of the signed agreement & confirmed during the welcome call. Additionally, the increase in fees on your August statement reflects the annual fee of $199, which is also outlined in the signed agreement.
  All email correspondence will be sent to the email address on file, which belongs to the signer of the agreement. As you indicated you do not have access to that email and the owner is currently indisposed. You will need to provide a power of attorney to proceed with sending correspondence to your email address.   
  You mentioned youve signed up with a different provider. We explained that some companies may pay for cancellation fees and outstanding leases.
  
  Please allow us a few days to review your case in detail. We will reach out to you with a comprehensive response and proposed solutions. We value your business and are committed to resolving this matter to your satisfaction.
  
  Thank you for your patience and understanding. If you have any further concerns or need immediate assistance, please contact our customer service team

  Customer Answer

  Date: 09/23/2024

  I am rejecting this response because:   This only addresses some of the issues with this company. My main concern and ultimate reason for canceling with this company is the fact that there is zero communication, and they are completely unreachable. It took filing this claim to get a call back after almost 6 months of trying to reach them via email, phone calls, and voicemails. The customer service is nonexistent. 

  Business Response

  Date: 09/25/2024

  Thank you for your response and for giving us the opportunity to address your concerns in more detail.

  First and foremost, we sincerely apologize for the frustration you have experienced due to the lack of communication. We understand how essential timely and effective communication is, and we deeply regret that you felt unheard for such an extended period.

  
  After reviewing our records, we were unable to locate any previous communication attempts from you through our usual channels, which is something we take very seriously. While this may have been due to a technical issue, we acknowledge that this is not an acceptable experience for any of our clients.

   

  Please know that we are committed to improving our communication processes to prevent this from happening in the future. Our customer service team is fully staffed and trained to respond promptly, and we are investigating what may have caused this breakdown in you reaching us.

  
  We would appreciate the opportunity to make this right and would like to discuss further steps we can take to resolve this to your satisfaction. Please feel free to reach out to us at ************.  The Director of Operations will personally oversee your case to ensure it gets the attention it deserves.

  
  We value your feedback and hope to rebuild your trust in our company. 

• Initial Complaint

  Date:07/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our business decided to switch to Total Card Payments due to the promises they made in lowering our credit card processing rates. It was promised that we would be saving significantly but it was not the case. They had promised that the devices would be free since we weren't on any lease or payment plan for our devices. (we got the same devices) I noticed on the contract that it appears that there is a lease and I had told them about my concern. I noticed that they still charged me for the lease for the device and I had reached out to them. They had offered a credit to offset the charges but these charges continue to occur monthly. These payments are significantly more expensive than the devices are actually worth. The lease has it at almost 10x the worth of the devices itself. The lease also did not have a cancellation clause and required to pay the full term amount if I were to cancel. I had contacted them to let them know and they later said that these lease terms were normal and it's offset by the lower rates. These rates were not actually lower in practice because Total Card Payments charged higher interchange rates even if their "+ basis points" were lower. The entire reason why I had switched was to save money and they knew that but the opposite outcome was what happened. The company has deceptive sales practices and were not honest with their statements. I suspect that this company is getting some sort of kickback from the leasing company they use. It's possible that when customers complain, they have done what they have done with me and just say that the lease is independent from them and they cannot do anything about it. This way they push the responsibility to the leasing company and when consumers reach out to the leasing company, they'll claim that they don't know anything about it and that they just process the payments. The company they used to lease the equipment is ****** capital. It is difficult to reach a live person at Total Card

  Business Response

  Date: 07/05/2024

  Dear ***********************,

  
  We regret to hear about your experience and appreciate the opportunity to address your concerns regarding your switch to Total Card Payments.

  
  We understand your frustration with the discrepancies between the promises made and the actual outcomes regarding your credit card processing rates and equipment lease. Our intention is always to provide transparent and competitive pricing while delivering exceptional service, and we apologize if this was not your experience.

  
  Regarding the equipment lease, we acknowledge that there was a misunderstanding regarding the terms and conditions. We apologize for any confusion caused and appreciate your patience as we worked to provide a resolution. Our team did offer a credit to offset the charges, and we understand your disappointment that the issue persists but you did electronically sign and verbally agree to the term of the agreement.

  
  Regarding the overall savings you expected, we sincerely apologize if our service did not meet your financial expectations. We strive to offer competitive rates and valuable solutions tailored to each business's needs. Your feedback is invaluable as we continuously improve our services and communication with our customers.

  
  In regards to your concerns about our relationship with the leasing company, we want to assure you that we do not receive any kickbacks or incentives from them. We work with reputable partners to provide leasing options to our customers, and while we facilitate the process, the lease agreements are indeed independent from Total Card Payments.

  
  We are committed to resolving this matter to your satisfaction. Please contact us directly so we can further discuss your concerns and work towards a resolution that meets your expectations.

  
  Thank you for bringing this matter to our attention. We value your business and hope to regain your trust.

  
  Warm regards,

  *****************************
  Total Card Payments

• Initial Complaint

  Date:03/28/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business lacks communication and integrity. They state you'll be charged a set fee, but after 2 months of use and out of the cancellation policy terms to cancel you start to receive additional fees not previously discussed or in the agreement. Then when I contacted my contacts with Total Card Payments to cancel, no one would communicate back after multiple emails and phone calls. I'm spending hours trying to cancel with them and figuring out how to stop the bleeding. I highly do not recommend using this company because it's been smoke and mirrors the whole 7 months I've been using their platform, and for the last 2 months trying to cancel with them.

  Business Response

  Date: 04/03/2024

  Dear *********************,
  
  I hope this response finds you well. We have received your complaint regarding your experience with Total Card Payments, and we sincerely apologize for any frustration or inconvenience you have encountered.
  First and foremost, we want to address your concerns regarding communication and integrity. We understand the importance of clear communication and transparency in all our dealings, and we regret that you feel this has been lacking in your experience with us.

  
  Regarding the additional fees you mentioned, we want to clarify that all fees associated with our services are outlined in our agreement and explained during the welcome call. We strive to ensure that our customers have a comprehensive understanding of the terms and conditions before entering into any agreement. We apologize if there was any misunderstanding regarding the fees, and we are here to provide further clarification if needed.
  In regards to your attempts to cancel your contract, we acknowledge that you initiated the cancellation process by sending an email and expressing to cancel on 04/04/2024, which is scheduled to be processed tomorrow and  also you last processed with us on 03/10/2024. We apologize if there have been delays or challenges in our response to your cancellation request. We are committed to resolving this matter promptly and ensuring that the cancellation process is completed smoothly.

  
  Please know that we take your feedback seriously, and we are continuously working to improve our communication processes and uphold the highest standards of integrity in our business practices. We value your business and the opportunity to address your concerns.
  If there are any additional details or assistance you require in relation to your account or the cancellation process, please do not hesitate to contact us directly. We are here to help and ensure that your experience with Total Card Payments is a positive one.

  
  Thank you for bringing these matters to our attention, and we appreciate your patience and understanding as we work to resolve them.

  ************************;| COO | Totalcardpay.com
  5720 **********************************************
  

  Customer Answer

  Date: 04/05/2024

  I am rejecting this response because:  Although it may be in proper procedure to disclose the information about the added fees, actually doing that during the process of filling out paperwork did not happen. It also did not happen during the initial welcoming call. If these fees would have actually been addressed during either process, I would have declined to sign up because it was more expensive than what I would have been able to do at the time since I was a start up business. 

  I have yet to receive an email confirming the close of my account with ********************** Card Payment. This is another lack of communication. I submitted my written termination of the agreement on 3/4/24. Until the phone call I received regarding this BBB complaint on 4/3/24, I was not aware anyone received and processed a closing of the account. Here on 4/5/24, I have not received any confirmation from Total Card Payments that this has actually happened.

  Lastly, I signed up through Total Card Payment for the services they provide, including the card processing systems they push (even though I never wanted one, I only wanted the invoicing system). I was given a card reader, that needs to be returned. I have not received any communication on where to send that from Total Card Payment. Instead, I was told I needed to call ************** to find out what I needed to do to return it. Once again, Total Card Payment is stringing out the closing process by not handling this themselves. 

  Business Response

  Date: 04/05/2024

  Dear *********************,
  Thank you for providing further details regarding your concerns with Total Card Payments. We appreciate your thorough feedback and the opportunity to address the issues you've raised.
  We understand your continued dissatisfaction and acknowledge your rejection of our previous response. We apologize if there was any oversight in properly disclosing information about the added fees during the sign-up process or the initial welcoming call. Clear communication regarding fees and charges is essential, and we regret any confusion or inconvenience this may have caused.
  Regarding the confirmation of the closure of your account, our Operations Manager, contacted you directly on 4/3/2024, explaining the closure process and confirming your request for account closure on 4/4/2024, this process takes 2-3 business days after the requested cancellation date. Once the cancelation is completed, correspondence will be sent to you.
  Furthermore, we apologize for any confusion regarding the return of the terminal. We understand that this process could be confusing but as it is explained in the agreement the equipment is leased through **************,therefore you will need to communicate with them to ensure their process to receive the equipment.
  We appreciate your patience and understanding as we work to address these issues and ensure a satisfactory resolution for you. Please be assured that we take your feedback seriously, and we are committed to improving our communication processes and customer service standards.
  If you have any further questions or concerns, please do not hesitate to contact us directly. We are here to assist you every step of the way and ensure that your experience with Total Card Payments is a positive one.

  Customer Answer

  Date: 04/11/2024

  I have reviewed the business response and accept this resolution as further correspondence with Total Card Payments will seem to do no good. They do acknowledge their issues, but don't seem to take on the responsibility for providing the correct information to return the terminal. A very passive "you will need to contact **************" and not providing any specific phone number, email or contact person to help with that issue proves they aren't truly trying to improve communications or care to resolve the issue with great customer service. It just seems like they are trying to get past this complaint by saying the bare minimum to try to regain their image. To the BBB, thank you for being a helpful third party through this process. 

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Don't believe this scam. Total Card Payments sends out a representative to tell you about Total Card Payments amazing benefits. The guy I got told me there wasn't any transaction fee's or any fees to use the device. He even got me with a promo code for the device. They guy told me there's no payments or charges and then when you get on the phone with TCP they tell you there is a monthly fee to use their device. SCAM

  Business Response

  Date: 03/25/2024

  Dear *************************,
  
  We are sorry to hear about your experience and apologize for any confusion caused. At Total Card Payments, transparency and honesty are core values, and we strive to ensure that all information provided by our representatives is accurate and clear.
  
  We understand your frustration regarding the miscommunication about fees. Our representative should have clearly explained that while there are no transaction fees, there is a monthly fee for using our device and services. We apologize for any misunderstanding or inconvenience this may have caused.
  
  We value your feedback and take your concerns seriously. We will review our training procedures to ensure that our representatives provide accurate and transparent information to our customers.
  
  Please feel free to contact us directly at ************ if you would like to discuss this matter further or if there is anything else we can assist you with. I believe ******* has spoken with you and the issue has been resolved, moving forward if you need anything at all please give us a call! 
  
  Sincerely,
  
  *****************************

  Total Card Payments **************** Team
  

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the summer of 2023, an agent named *********************** from Total Card Payment visited our small bakery store in ********. He tried to persuade us to switch from **** of America to his company for a monthly fee of $29, promising us savings. In June, he activated the Finova machine using his credit card, even though we told him that it was not suitable for our business. Our customers prefer a detailed product list, which Finova did not provide. *** promised to replace it, but we never heard from him again despite our attempts to follow up. Every month, Total Card Payment sends us a statement without any contact information. This was a misrepresentation, as they did not deliver what they promised. Additionally, the contract was not explained adequately, and *** claimed there were no binding terms if we were unhappy. We feel we were taken advantage of and want to return the unused device in its original box and receive a refund. We are concerned that other small businesses may fall victim to similar scams.

  Business Response

  Date: 01/31/2024

  Dear *****************************,

  
  I trust this message finds you well. We sincerely apologize for any inconvenience you've experienced and appreciate your bringing this matter to our attention through the Better Business Bureau. We take your concerns seriously and are committed to resolving this issue promptly.

  
  Upon reviewing your complaint, we acknowledge the discrepancies outlined regarding our agent, *********************, and the Total ********************* We deeply regret any miscommunication and inconvenience this may have caused your small bakery store.

  
  Our immediate priority is to rectify the situation and ensure your satisfaction. We understand that the Finova machine did not meet your business needs, and we are committed to addressing this issue. *************************** failure to follow through on his promise to replace the device is unacceptable, and we sincerely apologize for the lack of communication.

  
  To initiate the process of returning the unused Finova device and securing a refund for the charges incurred, we kindly request you to provide us with your best contact number and a convenient time for our team to reach out.

  Alternatively, you can contact our customer service department directly at ************ or *************************************************

  If you would like an alternative, you can also reach out to me at *********** or ******************************************

  
  Regarding the contract terms and any applicable cancellation policies, we understand the importance of clear communication. Our team will thoroughly review the details of your contract and promptly provide you with the necessary information.

  
  We want to assure you that we take your concerns seriously, and we are committed to resolving this matter to your satisfaction. We understand the impact this has had on your business, and we appreciate your patience as we work to address and rectify these issues.

  
  Thank you for your understanding, and we look forward to connecting with you soon to initiate the resolution process.

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When the square system went down, I received a call from Total card payments, they provided me a really good deal so I took the offer, well shortly after that, they ran my credit without me giving them permission to do so, and then I received an email they were going to take a payment out after we had agreed they weren't going to take anything out until I got everything switched over and my inventory loaded, I spoke to the sales person and they stated they were going to issue me a refund, never did, then I asked to cancel the service before the equipment ever shipped, they shipped it instead, continued to take payments after numerous times trying to get ahold of someone up there, nobody ever contacted me until I finally got with someone and they stated they were going to refund me and pay 6 months well another payment came out without being refunded, I went through Aurora payments and finally got with *********************** who helped me get it canceled, I declined being charged the early termination fee because of everything I have already went through, well I was charged the $1,000. **** told me I would receive a call and never did, they just up and decided to take the money without my permission out of my bank account which I am a small business and suffering due to the economy and now in negative. I am attached a little bit of the information I have been dealing with, but I have all copies of everything I have went through with no response.

  Business Response

  Date: 02/12/2024

  Dear ***************************,

  We sincerely apologize for the inconvenience and frustration you have experienced with Total Card Payments. We understand the importance of transparency and respect for our customers' consent, and it deeply concerns us that your experience did not reflect these principles.

  
  We acknowledge that you believe we mishandled of your account, including unauthorized credit checks, unfulfilled promises of refunds, and erroneous charges. Such actions are unacceptable and do not align with the standards we strive to uphold at Total Card Payments. Upon further review we do not do hard credit checks on our clients so please send verification of the hard credit check. Your account has been fulfilled all promises made by Total Card Payments and we have tried to make multiple resolutions with you

  
  Please allow us to address each of your concerns:

  
  Early Termination Fee: We understand your refusal to accept the early termination fee considering the challenges you faced. Charging you without prior communication was a mistake, and we apologize for any financial strain it has caused.

  
  We assure you that corrective measures are being taken internally to prevent such occurrences in the future.

  
  Moving forward, we would like to offer our assistance in any way possible to rectify this situation and rebuild your trust in our services. Should you require further assistance or have any additional concerns, please do not hesitate to contact our dedicated customer service team at ************ or *************************************************

  
  Once again, we extend our sincerest apologies for the inconvenience and frustration you have experienced. Your feedback is invaluable to us as we continually strive to improve our services and customer experience.

  
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to make things right.
  Sincerely,

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

  COO

  Total Card Payments

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/1/23 entered i to agreement to pay flat rate of $200 per month for credit card processing and new credit card machine, only to start paying when machine is working properly. Money was taken from my account in the amount of $675. Was told I would be reimbursed and finally received refund after numerous calls 11/1/23. Was then told they would send return label for machine and as of today 1/9/24 still have not received. then received a call form ***************** claiming I owe over $10,000 for lease on credit card machine, $217.50 for 48 months for the lease. Total Card Payments is refusing my calls or emails or text messages, not responding at all. The only resolution is for this is for Total Card Payments to return machine and settle the lease agreement with ***************** as the machine is useless to me. They can resale it to another one of their accounts.

  Business Response

  Date: 01/17/2024

  Dear ***************************,
  

  We sincerely appreciate your candid feedback and would like to extend our heartfelt apologies for any frustration you may have encountered with Total Card Payments. We fully recognize the importance of promptly addressing your concerns, and we want to assure you that resolving this matter is of the utmost priority for us.
  

  Following a thorough review of your case, it has come to our attention that you were charged for the first and last month of the lease, and we understand the inconvenience caused. We are pleased to confirm that the full refund of $675 has been processed, marking a significant step towards resolving any outstanding issues.
  

  Regarding the lease agreement with Advantage Leasing, we want to emphasize our commitment to adhering to the terms outlined in our agreement. Your acceptance of the $200 equipment lease is duly acknowledged, and we are actively seeking an equitable resolution. Our team has put forth various solutions, demonstrating our dedication to ensuring you are not burdened with any undue charges.
  

  Understanding the urgency surrounding the return label for the credit card machine, we would like to clarify our position. As you bear responsibility for the lease, the standard procedure for facilitating a return label would typically involve coordination through Advantage Leasing, especially in scenarios involving equipment swaps.
  

  Total Card Payments is deeply committed to delivering excellent service, and we genuinely regret any lapses in communication that you may have experienced. Please rest assured that your concerns are being addressed with the utmost seriousness, and our team is working diligently to resolve each raised issue.
  

  For any further questions or concerns, we encourage you to reach out to our customer service at ************ or via email at ************************************************** Your patience and understanding during this process are greatly appreciated as we actively work towards a comprehensive resolution.
  

  Sincerely,

  *****************************;

  Total Card Payments Loyalty Team