ComplaintsforCardConnect

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jan 23, 2024, we issued a forced credit through your software as we were instructed to do via phone by your company (aka cardpointe/cardconnect/bluepay) for a customer that needed a refund. Following this month, we continued to get chargeback paperwork for you all for this customers amount of ******. We faxed you paperwork of YOUR website showing were we initiated 2 different forced credits on this day. One of them being this customer. Finally, on our April 2024 billing statement there was a "lost case fee" of ****** associated with this customer. We had already supplied proof multiple times of where we issued the customer their refund due and our complaint is NOT that the customer wasn't due their money, because they were! Hints the reason why we gave him a refund on Jan 23, 2024. You can not hold us responsible for something your computer or computer software DID NOT do! We have been inconvenience and harrassed since January with several faxes to you regarding that this shouldn't be a chargeback and that the customer was due this refund and your company didn't issued it as shown on your website. When trying to contact you all by phone June 12, 2024 we were passed from person to person to person to person (7 people to be exact, with many hangups on your part) with NO one having the "actual ability" to issue a refund or credit. Just passed back and forth for SEVERAL HOURS! Well, SOMEONE has to. You can obviously CHARGE people! Short story is YOU all did not issue the refund and are now blaming us and charging us for your mistake! UPDATE: Received a call back from a super named ********. Said this was in arbritration and did we know what that means and that there is NO WAY to issue any refund or credit. Also could only give his corp address in ***************, but not allowed to give out number! We have clearly been given the run around about a scenerio that never should have happened in the first place had YOU ISSUED THE REFUND!

  Business response

  07/25/2024

  Thank you for bringing your concerns to our attention.  In reviewing the complaint, CardConnect agreed to refund the fee of $575.00 to the *** on file.  The refund was submitted under ticket 63550228.  Please allow 7-10 business days to reflect on your end.  If you have any further questions, you will need to reach out to CardConnect **************** at **************.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I run a small business and during the start we were recommended this company to save some money on transaction costs.we notified them what website we were using, and how we would like to use their services in the very beginning. we spent the first few months truly just trying to organize the business but after such we began bending over backwards to integrate them either into our farmers markets and/or website. serious integration attempts began 1/10/2024 we bought the card reader they recommended on 2/1 and was then told no you need a different one. we emailed multiple times about if they were ready for the switch or not so we could buy the correct device and were met with silence. when trying to cancel our account we are met with silence. when trying to work with them on integration we are met with silence.last email we have from them was on 7/3/2024

  Business response

  08/23/2024

  Thank you for bringing your concerns to our attention.  We have corresponded with your Sales Team CardConnect who agreed to close your merchant account and refund all charges from the time the account was opened in September 2023 to July 2024 for a total of $1973.47.  The refund has been submitted and you can expect in 5-10 business days to the *** on file.  If you have any further questions, you will need to reach out to CardConnect **************** at **************.

  Customer response

  08/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ***********************
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired cardconnect to process credit card transactions for me September 2021. At the time I owned an online auction business, San Antonio Auctions, and was holding one auction a month. The first month of September everything went perfect. The following month, October I had an auction and ran roughly $4000 in credit card transactions. Card connect never gave me any of my funds and I was told all of it was on a 6 month hold but not one person could actually tell me why. Without a choice I waited the 6 months and when I called I got more excuses why my money was still on hold and not getting released. Every time I call they all act like its on hold from another department and that department doesnt have a phone number to reach them or Im put on hold for HOURS then hung up on. Having to start the process all over again wasting another entire day trying to get my money released. I have been dealing with the lies and excuses this entire time and Im done its been nearly 3 years of lies. GIVE ME MY MONEY!!

  Business response

  07/10/2024

  Mr. Montemorano,

  Thank you for reaching out to us with the stated concerns.

  The account was reviewed due to a high rate of declined authorizations and all card not present sales. Several attempts were made to speak with the business but were unsuccessful. The decision was made to exit the relationship.  The total amount of funds held was $3,704.42 Refunds were submitted by merchant and paid by reserve in the amount of $614.71. ************** fees were deducted of $128.09. We received one  cardholder dispute in the amount of $26.20 The remaining balance was returned via check on 4/22/2022 in the amount of $2,935.42 to the address on file. There are no remaining funds in the reserve.

  Please do not hesitate to contact us should you have any questions. 

  Thank You, ******

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for Card Connect merchant payment solutions. My business name is Symmentrix LLC with Merchant ID ************ withheld approx $23000 from my business without any proper reason. This is an entire month's income for my small business. I had to pay my business expenses out of this income which has become debt now!!. This has been an ongoing issue since May 10, 2024. I received an email from Fiserv Risk Monitoring asking for few transaction details, contacts for the customers, and business bank statements. I provided all these details promptly. However, I was not informed at any point that all funding would be frozen while the case is open. CardConnect also has not hesitated to bill me for their "services" during this period. There were no proper communication from them. When I contacted CardConnect to address the issue, I am told the only option is to speak with this agent at Fiserv and until that the funds cannot be transferred to my bank account. I have set up multiple meetings to speak with Risk control agent ********************* only to never receive a call. They do not respond to emails about the meetings, then falsely marks them as completed. After a week, The Risk Monitoring agent ***** called me and informed your funds will be released after 60 days (July 3rd 2024) and account will be terminated. When I asked the reason, she told me I have exceeded the limit on my account. I requested to send me this information on mail but she never responded to me. I have never seen such an unprofessional behavior. I've made every attempt to contact through email or phone transfers that I can think of, which is why I am now seeking assistance from the BBB. These faulty business practices between Fiserv and CardConnect have the potential to destroy small businesses like mine. If the issue is not resolved in a timely manner I will have to knock authorities and take legal action against this unfair business practice. ITS NOTHING BUT FRAUD/SCAM !!!

  Business response

  07/01/2024

  Thank you for bringing your concerns to our attention.  Our records reflect that your merchant account came under risk review and funds in the amount of $20,529.99 were diverted to a reserve account.  Please note that the Terms & Conditions of your Merchant Processing Agreement (MPA) disclose the verbiage of security holds and that funds can be held.  Nevertheless, Risk reviewed the account and has agreed to release the funds.  Please confirm that the *** on file ***** Fargo ending 1868 is still active to receive deposits.  

  Customer response

  07/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

   

  I'd like to inform Cardconnect that my ***** ********** account ******** the file is still active and money can be sent to that account.

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

  
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Card Connect in collaboration with ******, *** has withheld $18,903.25 from my business to date. This is an entire month's income for my small business. Without this income I cannot pay my employees or the lease on our facilities. This has been an ongoing issue since April 23, 2024.The issue began when I changed my legal company name and billed my clients. 3 clients did not recognize the new legal company name that appeared on their credit card statements and issued chargebacks. I received mail about these disputes and contacted the customers promptly to resolve the matter. I also received an email from Fiserv Risk Monitoring asking for transaction details, contacts for the customers, and business bank statements. I provided these details promptly. However, I was not informed at any point that all funding would be frozen while the case is open. CardConnect also has not hesitated to bill me for their "services" during this period.The Risk Monitoring agent at ******* *** that has been handling my case is ***************************. When I have contacted CardConnect to address the issue, I am told the only option is to speak with this agent at Fiserv and that until I do so the funds cannot be transferred to my bank account. I have set up multiple meetings to speak with ****** only to never receive a call. He does not respond to emails about the meetings, then falsely marks them as completed. I have responded and provided all the documentation requested to close this case and been told that my customers would be contacted. When following up with the customers they say that the agent never called. I've made every attempt to contact ****** through email or phone transfers that I can think of, which is why I am now seeking assistance from the BBB.These faulty business practices between Fiserv and CardConnect have the potential to destroy small businesses like mine. If the issue is not resolved in a timely manner I will have to take drastic measures to keep my business alive.

  Business response

  06/06/2024

  Thank you for bringing your concerns to our attention.  The account came under risk review due to newly boarded account that is projecting to process $300k annually with a 30 day/monthly (tuition) delivery timeframe and the financial profile is not supportive.  Our Risk Team has attempted to contact you on 5/31/24 to discuss options but was unsuccessful.  The decision was made to terminate the account and release the funds in reserve.  We released $19533.25 on 5/15/24 and we show it was deposited to the *** on file on 5/16/24.  If you have any further questions, please reach out to CardConnect **************** at **************.

  Customer response

  06/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  As far as I can tell, the above statement is false on multiple points. My account remains active (as it should) and I was not contacted by CardConnect on 5/31/2024. 

  However, through my scheduling and billing service provider I was able to resolve the account issue and everything appears to be working properly again.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************

  
  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 new magtek card swipe readers for my business from *********** in mid March 2024, I cannot get them to work properly. I have attempted to email the company support team twice, and I've called no less than 5 times, waiting on hold each time for over an hour only to get hung up on. I would like to get these card readers working in my business ASAP.

  Business response

  05/10/2024

  Thank you for bringing your concerns to our attention.  We understand that you were able connect with ************ from CardConnect where you advised that you were able to successfully get assistance when contacting Support and you will contact her if anything else is needed further.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Please tell me why they haven't release my money as they stated they would on 04/27/2024 Company's Response April 22, 2024 ******************* *********************************** REF: CFPB 240408-13878943 Dear **************, We are responding to your CFPB complaint regarding funds held on your merchant processing account, #************, doing business as Q Restaurant. On March 27, 2024, we received a batch for $9,361.49. Due to this amount being higher than normally processed on your merchant account it was held for security review. To mitigate risk exposure, a decision was made to hold the funds for at least 30 days. The funds can be reviewed for release on 4/27/24. Please contact us at that time. While we believe this resolves your concerns, please do not hesitate to contact us at ********************* if you need anything further. Thank you, ******

  Business response

  05/06/2024

  As stated in your previous BBB case 21546102, we advised the process was NOT automatic and you needed to contact **************** to have the account reviewed again after the allotted days.  In our previous CFPB response, we advised the account can be reviewed on 4/27/24, NOT that funds would be automatically released on that date.  Nevertheless, our Risk Team will review the account and make a determination if funds can be released.

  Customer response

  05/06/2024

  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, details of the offer I reviewed appear below.
  
  Please let mw know what else do you need from me so I can get my money? I've emailed with no response and when called with the number provided the long time is an hour at a time with no real explanation for the solution. 
  
  Regards,
  
  *******************

  Business response

  05/07/2024

  Risk has agreed to release your funds $9,361.49 to the *** on file ending 1675.  You can expect in 3-4 business days.

  Customer response

  05/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  They bullied people and played with people livelihood and money with no real consequences. For almost two months, if I didn't make complaints and many unanswered calls and emails, they would have hold all my transactions for 2 months not just the one day sale that they flagged from 1 ticket, I couldn't pay my bills and had to put emergency money in my business account. The number they provided when called is a very long hold and when answered ,the person just run me around with no solution until I filed complaints with BBB and CFPB.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Card Connect is a merchant Credit Card processor affiliated with Day Smart and Global Business Solutions. Since March 2021 until September 2023 theyve been automatically *** withdrawing from my bank account $64.99/monthly. The *** was not identifiable by myself or my bank to determine what company this was from. No contact info on ***. In September of 2023 my Bank recommended to close bank account down and open new account to keep from being charged which I did. Once Day Smart or Card Connect could not process payment I was sent an email. This is the first email Ive ever received from this company. Email was from ************* from Global Business Solutions. They referred me to Day Smart where it was determined I did not authorize this service, never used this service, never received equipment from the service. In September 2023 I had sent ************* several emails requesting updates. In last email I received from her she advised me to contact Day Smart for a refund. I contacted Day Smart where information was taken by a representative named ***** and I was told it would be expedited to a supervisor and Id get a response back. I didnt hear back from any of the 3 companies. On 3/12/24 I again contacted *********, spoke to ***** who forwarded info to supervisor *****. On 3/21/24 spoke to ****** who did the same. On 3/25/24 at 12pm spoke to ***** who did the same promising call back from *****. Never received call. On 3/26/24 at 10am spoke to ***** who contacted ***** but was told ***** wasnt accepting phone calls. I asked for ****** supervisor and told a ******* was ****** manager and would return my call today 3/26/24 no later than 3:30 EST. They owe me a refund from March 2021 through September 2023.

  Business response

  04/30/2024

  Thank you for bringing your concerns to our attention.  In order to research further, please provide your merchant number (MID) and business information (name, address, ph#).

  Customer response

  05/02/2024

  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, details of the offer I reviewed appear below.
  
  Card Connect responded requesting a merchant number, etc. This is the root of the original issue as there is NO merchant or business ID because there was no business started. They have my information under Drench Hair Studio which WAS a thought at some time however a business was never started. This would be a service needed by a business wishing to accept credit cards as a form of payment from customers. These entities involved in the credit card processing services with Card Connect have verified several times with me that there had been absolutely no transactions made and no account activity regarding this merchant account that I was continually charged monthly for. As well as this, they have denied the facts I submitted to them that the automatic drafts received by my bank on a monthly basis had no identifying information as to the business name or info that a typical draft would include. My bank COULD NOT identify any information so that I could contact any of the businesses involved including Card Connect to stop these payments. The end outcome, which was advised for me to do by my bank, led me to close my long standing bank account in order to stop these monthly payments. As I stated many times Ive been more than patient through this ordeal which has spanned the past few years. The company as of late Ive most recently been in contact with (*********************** from *******) in particular has been resistant to a FAIR mutual agreement of reimbursement despite knowing my next step was to have my attorney initiate lawsuit as well as adding additional damages allowed by law and all fees incurred against the named companies including *******. I also stated that I would report all this information to the media so the public in general and the businesses requiring credit card processing services from any of the 4 companies involved. 
  
  Regards,
  
  *******************************

  Business response

  05/21/2024

  We understand from ***** that she was working directly with you on addressing your concerns.  In corresponding with DaySmart, there were some inconsistencies in some items but nonetheless, it was concluded that you were sent the application and signed it.  The account was closed back in October 2023 but no refund was issued at that time.  After ***** discussed this with you, it was mutually agreed refund amount of $389.70.  ***** sent you an email on 4/15/24 advising a check would be issued and provided the timeframe, however, there was no confirmation that you received.  If you have any further questions, you will need to contact *****.

   

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 29, 2024, I received information that my bank account was compromised. My bank which is ************************ change my bank account number. The bank and routing number is the same. On March 6, 2024, at 12:53PM I spoke with a ************** at ************************ I informed him of the situation, and he stated he would send over the form to update my bank information. I filled out the form and it asked for me to accompany the form with a copy of my voided check and a form of ID that is listed on the bottom right of the bank change form. On March 13, 2024, I forwarded the form and the requested documents via email. I was informed on March 14th, 2024, that the information was received, and it will take 5 to 7 business days for them to update the information. About 10 days later I contacted Clover because they still had my old bank account information on file and was told that I needed to send them a picture ID. I informed them that I sent over the Id'ing document that they required on their bank change form which was a copy of my certified marriage license. They refuse to update the bank account so on April 4, 2024, I renewed my driver's license which had expired and sent them a copy. They then claimed I had to wait the 5 to 7 business days again. Since then, I called several days because I never opened a new ticket and informed them, I sent the driver's license as a courtesy to try and comply with their wishes, but I shouldn't have to start over. I reach several people in ********, ***********************************, the supervisor ******* they claim he doesn't have a last name refused to come to the phone. I called Fiserv, Card Connect, and Clover. No one can help they keep sending me back to Clover's customer service and they all say the same thing. I lost clients, I lost revenue just for a simple bank account update. I was told that they are backed up, be patient, I've been patient since March 13th. This has cost my business tremendously.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We rent snowmobiles and require a $5000 credit card authorization ONLY per snowmobile for any possible damages. On January 27 and January ******************************************************************************************** our office. CardConnect credit card processor CHARGED our clients the full amount. We called this company many times to explain the situation to them and help our clients get their money back and it took 3 days for a manager to call us back. Once the manager called us back, they said they charged our clients that amount even though it was ran through as an authorization only. We told them that our guests had no damage to the sleds and they should never be charged anything! We even did a return on our credit card machine and CardConnect would NOT refund the clients money! They held onto it for almost a month! We finally had to tell our clients to file a dispute so that they could get their money back. The total amount of authorizations equaled $17,000. Their customer service was terrible and they never offered any solutions or help.

  Business response

  04/11/2024

  Ms. *******,

  Thank you for reaching out with the stated concerns. We attempted several times to reach you phone to discuss but were unsuccessful. Voicemails were left but we have not received a return call.  

  The transactions were ran as sales not as an authorization only. In order to resolve, the business would have needed to process refund/credits to the cardholders. Due to the large amount of sales that were put through which was more then the normal processing amount, the account was flagged by security for review. During the review funds are held while the risk is reviewed.

  We apologize for any confusion. Please  due to hesitate to reach out and return the call if you wish to discuss further.

   

  Thank You, ******

  Customer response

  04/16/2024

  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, details of the offer I reviewed appear below.
  
  I have provided proof of these transactions being ran as AUTHORIZATIONS ONLY not as sales. 
  
  Regards,
  
  *********************

  Business response

  04/19/2024

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

  The attempts to reach you to discuss have been unsuccessful and we have received no call back. Please advise the best number and time to reach you and what resolution you have seeking at this time. 

  Thank You, ******

  Customer response

  04/26/2024

  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, details of the offer I reviewed appear below.
  
  I can be contacted at our business phone number of ************.  If we cannot answer the call, PLEASE leave us a message so that we can call back to have our questions answered.  Please provide us with the exact phone number and the person who we are to speak with.
  
  Regards,
  
  *********************

  Business response

  05/06/2024

  ******************, 

  We understand you were able to connect with our agent, ****, to discuss your account and concerns. 

  While we believe your issue is revolved please do not hesitate to contact us should you need anything further. 

   

  Thank You, ******

  Customer response

  05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. ↩