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:03/28/2025

  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.

  This company is my credit card processor. I started utilizing their invoice option to send to my customers so they could pay their bills by entering their credit card information. Invoices sent via email or text. Customers Ive had for quite some time. They suddenly decided to do a random investigation which I have no problem with. My problem is they are holding my last few transactions customers paid which adds us to *******$. The first call with them I was told there would be no hold on my money which was a lie. Ive ask for updates only to have to call them to get the same story everytime. Ive sent them all the info they requested. Been as cooperative as I could sense they are holding my money. Ive been lied to and basically being accused of scamming people which is as far from truth as possible. I work hard for my income and cant afford for people to hold my paycheck

  

  Business Response

  Date: 04/01/2025

  Good afternoon,

  I connected with my *************** team and they provided the following response.
  
  "We initially flagged this account on 3/13/25 to make sure merchant was not being scammed (keyed transactions for these types of businesses have been getting chargebacks/scammed by fraudsters lately)
  
  Account was placed on hold on 3/17/25 due to merchant being unresponsive. We were able to speak with the merchant on 3/21/25 and he is correct, since then he has been working with us to get this resolved but the account was on hold prior to us even speaking with him. Yesterday, once all questions were answered, we released $1,982.13 which was deposited today."

  We apologize for the inconvenience and appreciate your patience as we resolved the issue together. Please reach out to our Risk team if you have not seen the funds deposit into your account. Thank you.

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair 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.

  Hello, I need to cancel my contract but the representative has added a 450$ penalty for cancellation and I was not agreed to it. Her name is *** ******** ************. She doesnt answer the phone anymore. I need to cancel the system Im going out of business. Please help me to avoid the cancellation ******** me at ********** thank you Merchant ID ***************

• Initial Complaint

  Date:10/25/2024

  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.

  There salesman said on camera.... zero sales fees zero service fees Cancel any time for free In actuality I got a service charge for 78 dollars the day after my machine arrived and now, they are wanting to charge me a cancelation fee. This is not only deceptive business practice, but this is illegal. Luckily this was all discussed at my register which is all recorded and ******* is a single party consent state.

  

  Business Response

  Date: 10/28/2024

  After reviewing the complaint and researching Mr. ******** account, I discovered that Mr. ****** already spoke with our Retention Specialist, ****, and was sent a Cancellation Letter to formally close the account without an Early Termination Fee. According to ****, this matter has been handled and is now closed on our side. The merchant account will be closed without an Early Termination Fee.

• Initial Complaint

  Date:04/03/2024

  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.

  I started with this company June of 2023. I was told at the start of my services that I would be able to withdraw from my reserve account (10% per transaction) after 6 month of services with no chargebacks. I did not need equipment due to all transactions being done online. After 6 months I attempted to pull from my reserve and was denied. As of February of 2024 there was over $1700 in my reserve account and I canceled in March of 2024. I was then told that I now after being denied of pulling from my reserve, I am now told that I need to wait an additional 6 months to be refunded the funds in my reserve account. I was with this company for almost 1 year and had NO chargebacks. They were sure to take their funds for the last month and now I am being told that I cannot have money that is due to me in case of a chargeback. I was told by a supervisor "I apologize but you were informed incorrectly". Had I known that this would have been an issue I would have stayed with my previous processor!

  

  Business Response

  Date: 04/04/2024

  At SignaPay, it is imperative to uphold our commitment to prudent risk management. In accordance with this principle, we maintain a reserve account for merchants engaged in specific sectors, such as credit repair businesses. Our established protocol dictates the retention of a reserve account for a duration of up to six months following the conclusion of transactions. This safeguard is implemented to mitigate potential risks associated with chargebacks, which cardholders retain the right to initiate within a six-month window subsequent to their transaction.
  
  This measure, although potentially inconvenient, is fundamental to the protection of our merchants, cardholders, and the integrity of our operations. To provide transparency and support, our *************** team has collaborated closely with the concerned merchant, explaining the rationale behind our policies. Additionally, we extended the option of a partial release from the reserve account after a meticulous review, contingent upon the absence of chargebacks within a one-month period.
  
  We sincerely regret any inconvenience this may cause; however, it is crucial to underscore that this practice aligns with industry standards observed by the majority, if not all, payment processors. Your understanding and cooperation are greatly appreciated as we endeavor to maintain the utmost security and reliability within our payment ecosystem.

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair 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.

  I was contacted initially by phone by Signapay/ Synergy Payment Solutions and solicited a less expensive monthly merchant service fee for me and a lower rate fee for my customers. I met the next day with *********************. He was prompt and friendly. He told me the monthly fee was $19.99 and the credit card fee would be 3% and there would be a free credit card machine and I could cancel any time without charges or penalties. We signed up via iPad. I did not receive paperwork, only *********** ************** Six business days passed and the credit card machine showed up by ***** and at the same time a call from technicians wanting to install it immediately that day. I made the time to have the technician set it up. One minute after the tech left, I get an email from Cascade equipment leasing stating that I have a 4 year lease contract with them for the credit card equipment for $69.00 a month which can not be broken and that we need to add them as a loss payee on our insurance policy. They even mention that the representative I met with does not work for them and basically will not honor anything that was previously agreed to. I immediately called ********************* and got no answer. I texted him that this was fraudulent and not what we agreed to and I was canceling. I called the company to try to cancel and was hung up on. I sent the equipment back to the sender by ***** the next day. I was charged $39.85 that month after canceling. I emailed ********************* and was told I would receive a refund. I did not. I was charged $69.90 the following month. I informed **** by email again of the missing refund and about the new charge. He always says he is sorry and he will take care it but nothing gets resolved. I must change accounts to prevent future ACHs. Signapay/ Synergy Payment Solutions is nothing but a scam. Do not sign up with them. You will be unknowingly signing up for a contract with another company without your consent. These people have no ethics and lie to your face.

• Initial Complaint

  Date:09/19/2023

  Type:Billing 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.

  I sold my business at the end of June 2023. They charged my account $59.44, which should not have been charged. I contacted the person who handled my account and he said that they were going to refund the money to my account, but they never did.

  

  Business Response

  Date: 09/26/2023

  Good morning,

  We have reached out to the Sales Agent who offered the refund and have communicated the importance of initiating the refund. We will sending the refund request to our accounting team today and you should see the refund for $59.44 within 3-5 business days. We appreciate you for having been a SignaPay merchant and hope that in future you consider our services for your future businesses. Thank you.

  Customer Answer

  Date: 09/26/2023

  The below is a text message from their employee *******************. I asked if they were going to refund my account.
  

  Yes they are. Ill check into it for you. They were supposed to give it back. Im at a meeting so Ill have to text you later.

  
  

  Customer Answer

  Date: 09/28/2023

  I am rejecting this response because:   

  The below is a text message from their employee *******************. I asked if they were going to refund my account.
  
  Yes they are. Ill check into it for you. They were supposed to give it back. Im at a meeting so Ill have to text you later.

• Initial Complaint

  Date:04/11/2023

  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.

  This company are a bunch of fraudsters and so is there agent "ZERO PROCESSING FEES"! On 8/17 I called in and worked with ****** to cancel our MID. She confirmed the cancellation. Months later I am notified by my accountant that we are still being billed by Signapay and so I call and speak to ****** who was 100% unwilling to help. She told me I need to talk with my "agent". I told her I do not have an agent. She told me she will email the agent. I insisted she cancel my account and she refused and hung up on me. I logged into my online profile on signapays website and on the home page it lists who my agent is, so I called that number. Well, guess who I got through to... ******!!! So now I had called my "agent" but she was still unwilling to assist me. I asked for a Manager and she told me she would ask one to call me but could not say when/ if I would get a call. Signapay have unscrupulous business practices and are simply unethical! Beware of this company!!! Once you sign the *** form its literally impossible to get them to stop billing you!!!

  

  Business Response

  Date: 04/11/2023

  Good morning,

  We sincerely apologize that this issue was escalated and not resolved for you. We have closed the account and zero'd out the fees for April 2023. Additionally, we have issued the refund of $228.63 for billing since August 2022.

  At SignaPay, we strive for excellent customer service, and to our disappointment that was not your experience. We are reviewing this case with our Management team to make sure issues like this do not happen again in the future.

  Additionally, we have spoke to ****** about this case and reminded her of our Standards and Procedures that should have given you more recourse to solve this issue than you received. 

  We hope that this resolution will make things right and give you the reassurance in the future should you choose to do business with us again, we will continue to improve.

  Thank you.

  Customer Answer

  Date: 04/11/2023

  I am rejecting this response because:   I appreciate the prompt attention given as well as the credits applied but I have also been billed every month for PCI fees (non compliance) but these should also be refunded as I was not using the system at all and should not have been expected to be PCI compliant with a system I cancelled months prior.

  Please provide a statement showing me all credits applied for services, billing and PCI related fees, after which I will respond.

  Customer Answer

  Date: 04/18/2023

  Still no reply from Signapay as to the fees they have been charging for PCI since I cancelled my account.

  This is daylight robbery. They have been taking my money for many months without due cause.

  It is a perfectly reasonable request to have all these funds refunded.

  Please escalate accordingly.

  

  Business Response

  Date: 04/19/2023

  We have submitted a refund to be issued in the amount of $359.55. That would be the cost of PCI Non-Compliance of $39.95 for every month from August through April.

  We hope this resolves the matter. We will no longer be responding to any further requests since all money collected has been refunded.

• Initial Complaint

  Date:01/10/2023

  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.

  We cancelled our credit card processing and they had us send the credit card equipment to them even though they tell you they are not a leasing company and that leaves room for the leasing company to continue charging for the lease that you are no longer using. They over charge with hidden fees and "compliance".

  

  Business Response

  Date: 01/16/2023

  We have reviewed this complaint.
  
  The merchant cancelled service with us back on October 18, 2022. SignaPay closed the account without issue and on its end made sure the account was closed within SignaPay's system entirely.
  
  This complaint is baseless and does not involve SignaPay's and ************************************** previous business relationship.
  
  The merchant called into our **************** on 1/10/2023 for the contact information of Logical Leasing. Presumably, the merchant has an equipment leasing agreement with Logical Leasing and needs to make any billing complaints to them if they are still charging them for service.
  
  As far as the fees are concerned, ************************ at any point in her service period was welcome to call our **************** team to see if any fees can be reduced to reduce her monthly billing costs. This point is now moot since she no longer uses our services.
  
  SignaPay and ************************ no long has a business relationship and no further action will be taken on SignaPay's part.

• Initial Complaint

  Date:12/08/2022

  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.

  I was signed up for less than a week before canceling service. 3 months later I'm still being billed for service even though I have canceled service and returned my equipment to ****** ******** ********** the company I got the card reader from and signed up with. I would like to stop being charged and be left alone. Your company is constantly emailing me for payment even though when I call they confirm I'm canceled and payment should be stopped. I never processed a single payment and account is terminated.

  

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/12/20) */ Good morning, The account was opened on September 15th, 2022 and a request for cancellation was submitted on 10/3/2022. An attempt was made the save the account and the account was ultimately closed on 11/10 because of ACH rejects. As a gesture of good faith, we will stop attempting to collect from this account and will zero out any remaining fees. Thank you for reaching out.

• Initial Complaint

  Date:12/06/2022

  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.

  i signed up for signapay credit card services as a merchant, I paid up front to purchase the credit card reader. The plan I signed up for was a no fee plan, signapay was to make money off transactions only. I have never used the service, not once, but after a year I get a bill saying I failed to complete an audit and that I owed some penalty, I called their office furious and said I owed nothing and to cancel any further service, they were very rude and hung up on me. I thought nothing of it until I did an audit of my business account and found out they had been fraudulently making withdraws from my bank account totaling over $1,800, I filed a fraud case with my bank and my bank agreed due to the fact that signapay had never even done one transaction with my business. Since then I have been receiving letters from their "collection agency" saying I owe them and to avoid legal action to pay. What a disgusting way to operate a business, I will tell everyone via word of mouth, social media, etc, my nightmare experience with signapay and recommend they never do business with them.

  

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/12/21) */ Good morning, After investigating the complaint, we have determined that any fees being billed to the merchant presently are being done by our independent reseller and not through us. This complaint does not involve SignaPay LTD, but our reseller, an independent company. Please reach out to your independent reseller, SignaPay of *********, to rectify your billing issue.