Business Profile

Credit Cards and Plans

CardConnect

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for CardConnect's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

105 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/14/2025
Type:Sales and Advertising 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.
On March 18, 2025 our organization was charged an erroneous $175 "early termination" fee by Card Connect weeks after we requested that our account be deleted. We were not under contract with them and our account had been inactive with no transactions since late 2023 due to us no longer working with their partner **********. Card Connect continued charging us fees for over a year and an early termination fee when we were not under contract with them is egregious.
Business Response
Date: 04/24/2025
Thank you for bringing your concerns to our attention. After review of CardConnect records they do not show a ticket was submitted or call notes to close the account prior to March 2025. Regarding your Early Termination Fee, that fee of $175.00 has been waived. You should expect to receive those funds in the next 7 - 14 business days in the *************** account. If you have any additional questions or concern related to this matter please call CardConnect customer service at **************.

Thank you,
Fiserv
Customer Answer
Date: 04/24/2025
[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 the requested refund of the early termination fee is satisfactory.

Regards,

Powerful Voices
Initial Complaint
Date:04/09/2025
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.
Cardpointe/Cardconnect. This is a card service company that I used to accept credit cards when I worked in a salon. They had my information attached to the owners account and I was self employed. Her and I both had numerous conversations with this company to get the issue resolved. I even had to have my 2023 taxes amended. I told them in 10/22 to cancel my account and that I wanted nothing more to do with them. When you have an issue you submit whats called a ticket. I finally said enough is enough and was able to speak with someone. They never canceled my account and have continued to charge me $25 a month since 10/22. I expect a refund of $750 from service that I cancelled and didnt use. Ironically, they have no record of this conversation. Then they tell me my name and bank account details dont match. I have had my credit union research the account to undeniably prove that I have paid when I should not have! They are ridiculous and I want my money back. Also, they can see that I have not had any transactions since 10/22 but yet kept charging me for their services. Im beyond frustrated that I cant get anywhere with this company!Please help!
Business Response
Date: 04/11/2025
Thank you for bringing the stated concern to our attention. To better assist with the resolution of this matter please reply with your Merchant Number, or Doing Business As name, or the associated Lease Number. Upon receipt we will be able to assist with the resolution of your stated concerns.
Customer Answer
Date: 04/11/2025
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.

[my merchant Id # is ************
locate my tickets that seem to have vanished and conversations with a support person when I specifically stated to cancel my account and that I wanted nothing more to do with this company!! What kind of customer service do you provide when its very clear that I have not used your services since 10/22 yet you keep taking my money. I have never in my life dealt with such issues with a service and the constant run around is absolutely unacceptable!

Regards,

***** ********
Business Response
Date: 04/23/2025
Thank you for bringing your concerns to our attention. ******** processed a refund of the $25.00 fees on 4/10/2025 along with the request to close the account with no early Terminal (ETF). Account is showing closed as of 4/16/2025. Our records indicate you commented on an incorrect ticket reason, and you were provided the details on how to cancel the account. ********************** does not have record of a request to cancel until recently. If you have any additional questions or concerns related to this matter please call customer services at **************.
Thank you,
Fiserv
Customer Answer
Date: 04/23/2025
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
As I have stated before, this is absolutely ridiculous. I cancelled my account verbally over the phone and of course they have no record of the conversation. This was Not a ticket! What happened to conversations being recorded?
I am so disgusting with this company and how they handled my account. They had my account connected with the owners account and I had to have my taxes amended. They take no accountability for their wrongdoing.

Regards,

***** ********
Business Response
Date: 04/28/2025
CardConnect does not have record of a request to cancel until recently which was on April 8, 2025. If you have any additional questions or concerns related to this matter please call customer services at **************.
Thank you,
Fiserv

Customer Answer
Date: 04/29/2025
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 GET IT. You have no record of my cancellation until recently! Because.. it was done verbally over two years ago! WHERE ARE THESE RECORDINGS OF THE CONVERSATION?? You dont have any questions as why your services have Not been used, yet Im charged?? Small claims court is coming next! This is by far the worst company and service that I have Ever dealt with!! Pathetic customer service!
***** LaFleure

Regards,

***** ********
Business Response
Date: 04/29/2025
Please see attached Merchant Processing Agreement (MPA) and Program Guide for your records and review. We would like to bring to your attention section 31.2: The initial term of this Agreement shall commence and shall continue in force for three years after it becomes effective. Thereafter, it shall continue until we or you terminate this Agreement upon written notice to the other, or as otherwise authorized by this Agreement. Should you fail to notify us in writing of your request to terminate you acknowledge and agree you will continue to be charged fees pursuant to this Agreement notwithstanding non-use of your account. If you have any additional questions or concerns related to this matter, please call customer services at **************.

Thank you,
Fiserv
Customer Answer
Date: 04/30/2025
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 dont need a copy of the agreement. I have already terminated any and all agreements with this company! Once again, it doesnt help in any way whatsoever for solving the issue! I want my money back that I paid for over two years for your services that I cancelled verbally via phone conversations with a customer support person. This company and customer support is ridiculous. Dont try to flip the script with a bunch of useless information. I expect a refund in full for service that I cancelled yet was continually charged for!

Regards,

***** ********
Business Response
Date: 05/01/2025
All cancellations must be completed in writing as previously stated. There will be no refunds submitted. If you have any additional questions or concerns related to this matter, please call customer services at **************.
Thank you,
Fiserv
Customer Answer
Date: 05/01/2025
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
That just shows you how pathetic customer service is! I was never told that my cancellation had to be in writing. How is it that all conversations happen to just disappear? I never even received an apology for my account and the owners account to be combined which caused many phone calls and tickets, And having to have my taxes amended! This company is just satisfied to take my money for over two years when its clear that I wasnt even using it! See you in court!!

Regards,

***** ********
Business Response
Date: 05/02/2025
Your agreement states in section 31.2: The initial term of this Agreement shall commence and shall continue in force for three years after it becomes effective. Thereafter, it shall continue until we or you terminate this Agreement upon written notice to the other, or as otherwise authorized by this Agreement. Should you fail to notify us in writing of your request to terminate you acknowledge and agree you will continue to be charged fees pursuant to this Agreement notwithstanding non-use of your account. If you have any additional questions or concerns related to this matter, please call customer services at **************.

Thank you,
Fiserv
Initial Complaint
Date:04/04/2025
Type:Product 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 am resubmitting this claim as the business responded and I did not have time to obtain the information to address their response before the case was closed by the BBB due to no response from me. I attempted to provide the information at the time of the closure notice but have received no response. I a refiling the claim . I also have supporting emails that I would liek to be considered for review on my behalf. I was informed of Card Point when using the Counsol system. After researching Card Point, I chose not to use the service. I have been being charged ***** a month from Card Point for a service that I never signed up for or received. In addition, I nor the bank was able to track where the payments were going to (Card Point) as there was no referenceable information to identify Card Pointe as the recipient of the funds. After being elevated to senior staff from the bank, they determined that it was a card processing company. I then was able to track down an email from Card Point requesting I complete the activation (which I never did). I began contacting Card Point representatives. I was then told that I never activated the account and the only way to research and address the matter was to complete the activation (which I could cancel at any time). On 2/20/25, I received confirmation that the account was activated. I am requesting full repayment of all the money taken from July of 2023 to date. Which is ***** per month through February 2025. The total amount is ******
Business Response
Date: 04/09/2025
Ms. ********,
Thank you for reaching out with the stated concern. We have a Merchant Processing Agreement (***) signed by you on July15, 2022. Monthly fees are billed to your account regardless of activity on the account or activation. The merchant account is established, opened and fees billed when we receive the signed agreement. The account was closed on March 8, 2025 per your request however, we have no request to close the account prior. All fees billed are valid per the agreement. We have attached the *** for your records and review.
As a courtesy our agent contacted you and offered a refund of three months which you refused, as such no refunds will be forthcoming for this account If you have any further questions please contact CardConnect **************** at ************.
Thank You, Fiserv
Customer Answer
Date: 04/10/2025
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 the problem. They offered ****** refund as opposed to the $949.81 requested return. I
I have submitted several email correspondence that are in direct contrast to what the business has reported. Please see all attachments in complaint ********. It shows the account being activated in February of 2025 under the direction of the representative from CardConnect. There was no account activation prior to and no correspondence stating that the account was active upon signing the initial application. In fact it states that I would be notified when the account was activated and ready to use. That occurred on Feb. ******************************************************* for a service that I did not have approval to use and no access to? The account was never used and ultimately I had no way of finding out who was even taking the money to resolve the matter. Due to the lack of clear communication from the company which ever company we are referring to which was/is also not clear. Again I state, it took senior executives at the bank to recognize that they had NO merchant information to even assist with addressing the matter. After not being able to locate the business/merchant information, the bank administratively canceled the *** debits but not before CardConnect processed another payment in March in the midst of the dispute of which they were aware.

Regards,

******* ********
Business Response
Date: 04/17/2025
Ms. ********,
Thank you for following up with the stated concern. As a courtesy CardConnect is offering a refund of twelve months which will be their final offer. Please contact CardConnect **************** at ************ if you wish to accept this offer.
Thank You, Fiserv
Customer Answer
Date: 04/21/2025
Better Business Bureau:
-I have reviewed the response made by the business in reference to complaint ID 23162434, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company offered 12 month reimbursement " as a courtesy and final offer". With the stipulation that I had to contact the company to accept the offer. The number provided was ************.
I decided to contact the company before sending a response to the BBB that the matter had been resolved. Below is what happened:
I contacted the business as instructed. I spoke with a representative Jareous (not sure of the spelling). He put me on hold a few times to speak with a supervisor. He returned to the call and stated: that the charges were accurate and were charged because I accepted the service "whether used or not" and consequently no reimbursement would be issued. I explained to him in greater detail what had transpired to date which may not have been in his notes and requested they look further into the issue. He agreed and stated that they would look into it further and get back to me. My issue is clear: I do not have the time or the energy to run after money that should have never been taken in the first place. The most recent example of how CardConnect and its affiliates are clearly using its system to confuse and take advantage. I would like BBB to look deeper into what I am requesting, consider my issue with the company, ********* the refund requested in its entirely and give guidance to the business of better more transparent ways to address account related issues with the consumer. This is another one of many examples I have made regarding clear communication and access to address the matter timely. I would like for my original request be satisfied as well as BBB looking into how CardConnect communicates with consumers regarding account details and managing "account holders" concerns in a way that are clear and user frlendly.
Regards,

******* ********
Initial Complaint
Date:03/14/2025
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 noticed a recurring charge on my account summer/fall of last year 2024. I made several attempts to locate the originator of the account but was unable to do so. I received help from the bank and they bank was able to track where the payments were going to (Card Pointe). After being elevated to senior staff from the bank, they determined that it was a card processing company. I then was able to track down an email from Card Pointe requesting I complete the activation (which I never did). I began contacting Card Point representatives and was told that I never activated the account and the only way to research and address the matter was to complete the activation (which I could cancel at any time). On 2/20/25, I activated and received confirmation that the account was activated. Since that time, I have been in contact with CardConnect, CardPointe, and Fiserv all claiming to be able to address and resolve the issue if I complied with their request. I did so and still have not received a refund, explanation or a cancelation of the account. In fact, the bank cancel the March payment because they attempting to take another ***** in the midst of this dispute. I am requesting full repayment of all the money taken from July of 2023 to date. Which is ***** per month through February 2025. I am requesting that my account which was actually activated on 2/20/25 be canceled. I am requesting a follow-up and that my case be filed.
Business Response
Date: 03/19/2025
Ms. ********,
Thank you for reaching out with the stated concern.
We have a merchant agreement signed by you on 7/15/2022. Monthly fees are billed to your account regardless of activity on the account or activation. The merchant account is established, opened and fees billed when we receive the signed agreement.
The account was closed on 3/8/2025 per your request however, we have no request to close the account prior. All fees billed are valid per the agreement. As a courtesy our agent contacted you and offered a refund of three months which you refused, as such no refunds will be forthcoming for this account
If you have any further questions please contact CardConnect **************** at ************.

Thank You, Fiserv
Initial Complaint
Date:03/04/2025
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 am just wanting to close my merchant account with **********************. The one time I called them in 4 years when I saw their $99.95 fee they charged me for using a older generation Clover Mini was the most frustrating phone call, calls I should say, ever. No one helped and they ping ponged transferred me to other ****s for over an hour. I talked to over ************************ the run around. They sent me an upgraded Clover Mini new generation before Feb 15th so I had the new device up and running. I asked them why am I being charged the $99.95 fee and it went all downhill from there. Had a few tell me they don't see any devices on my account and that is was not active. My account has been active for years and had been using the new clover mini and getting funded by them. All my transactions and devices show on my Clover profile, why don't they see it?? No one could tell me why my info was not showing, all just read from a screen like robots. But kinda glad I called them because I was able to take a look at all my statements over the years to investigate and saw that they have been taking out almost 15-20% of the total sales monthly! So many fees!! I don't ever want to do business with CardConnect ever ever again! I did call Monday March 3rd to cancel/close account and was told that I need to either fax or email my cancellation request which I did, so hopefully my merchant account will be closed asap. Was told it will take about a week to close which seems a bit odd to me. Person I spoke to at the cancellation **** seemed so disinterested to even help. Just want to move on from this merchant service.
Business Response
Date: 03/10/2025
Mr. *****,
Thank you for reaching out with the stated concerns.
You merchant account was closed on 3/7/2025 per your request. A call tag will be emailed to you for the return of the equipment. The fee of $99.00 is due to being non-compliant- PCI NON-VALIDATION. The fee is valid you did not completed the process.
If you have any further questions, please contact **************** at **************.

Thank You, Fiserv
Customer Answer
Date: 03/11/2025
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.

[Why didn't I receive any emails or a call about that *** validation? SO I can fix it? You guys let it go on for almost 4 years and I got charged $99 every month for it. But no, the *** validation fee was $99, this fee was $99.95, the new fee that Clover was charging for using an old device, which every Clover user was emailed a few months before to upgrade devices. I upgraded and I got that fee plus $23.90 monthly fees for 2 devices. Then come today 3/11/2025 I noticed that Clover took out $130.47 from my account for a Clover App? My account was closed last week, so why am I getting a clover app charge? This is a new charge I have never seen before. I want everything cancelled/closed so CardConnect/Clover will stop taking money out of my account. Doing business with this merchant company is one of the most frustrating things I have had to deal with. ]

Regards,

**** *****
Business Response
Date: 03/14/2025
Mr. *****,
Thank you for your response.
As a courtesy, we are issuing a refund of 6 months PCI Non-compliance fee which is a total of $594.00. Please allow 7 - 10 business days for the deposit to process and deposit to your account.

Thank You, Fiserv
Customer Answer
Date: 03/15/2025
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 appreciate that. I will accept the business decision to close this complaint if ****** can make sure CardConnect has everything cancelled and closed on my account. March 11th, a week after my account was closed, my bank account was drafted a $130.47 charge for some Clover App. Just want to make sure the merchant account is properly closed so I won't see anymore surprise charges pop up. And instructions on how to send back my Clover Mini please.]

Regards,

**** *****
Business Response
Date: 03/17/2025
A calltag ticket was submitted and the email sent to ********************* on 3/7/2025. Please see attached label.
The merchant account has been closed.

Thank You, Fiserv
Customer Answer
Date: 03/18/2025
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 never received an email on 3/7, checked junk folder and inbox and see no email from cardconnect. Thank you for the account being closed but why was I charged $130.47 on 3/11? Also I don't see an attachment to send device back from previous message.]

Regards,

**** *****
Business Response
Date: 03/28/2025
Mr. *****,
Return label is attached.
Fees billed were for your February statement billing period. You were billed $22.28 for the Clover Software Fee. Currently you are on the payments software plan, which is $0.00 per month for up to one device. Each additional device incurs a charge of $11.95 per month. Since the account has three Clover Mini devices, this fee applies accordingly. Additionally, the account was charged an annual fee of $108.19 for End of Support Devices. This fee is implemented to maintain those devices and to ensure Clover's ability to provide ongoing system maintenance. As a courtesy, we have issued a refund for the annual fee, please allow 1 - 2 billing cycles for the refund to be deposited into your bank account.
Please let us know if you have any further questions or concerns.
Thank You, Fiserv
Customer Answer
Date: 04/01/2025
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.

[Appreciate that but I just got another email this morning, the usual email where it says I am getting charged $99.95 for a subscription for 1 device from 3/1-3/31? I need these subscriptions cancelled. My account has been cancelled since 3/7/2025 so why am I again getting this charge? I don't want these surprise charges popping up anymore please because it is nearly impossible to get someone to help when I call the customer service number. I attached the screenshot of the email]

Regards,

**** *****
Business Response
Date: 04/04/2025
Mr. *****,
Thank you for the additional information. The charge has already been submitted for a refund. You should have no further charges being debited from your account.
Thank You, Fiserv
Customer Answer
Date: 04/08/2025
[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
Date:03/03/2025
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.
A new "fee" every single month for the last 3 months including:299.99 annual security bundle fee 299 annual membership fee (oh, wow, customers are paying to be members now?!)$125 quarterly PCI charge (even though I'm compliant)I absolutely DO NOT have an extra $725 laying around, I cannot afford this. Being told the same dismissive thing from everyone who answers the phone. Need the charges REVERSED IMMEDIATELY.
Business Response
Date: 03/10/2025
Ms. ************** you for reaching out with the stated concerns.
As a courtesy, we have issued a refund for the $125 PCI Non-Compliance Fee and $299 for the Annual Fee on March 7, 2025. Please allow 2-3 business day for the refund to be deposited to your bank account on file ending in 4076.
If you have any further questions please contact **************** at **************.

Thank You, Fiserv
Customer Answer
Date: 03/10/2025
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 entirely. I am still waiting for the refund of a 3rd unauthorized charge, the $299.99 charge on my December statement debited from my bank account on 1/3/25.

Regards,

******** ****
Business Response
Date: 03/11/2025
Ms. ****,
The fee billed of $299.99. is your Annual Security Bundle Fee. This is not a new fee and it was billed to you in 2023. This fee is valid and will not be refunded.
Thank You, Fiserv
Initial Complaint
Date:02/07/2025
Type:Product 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 began our seasonal small business in April 2024. On January 2, 2025 Card Connect charged an annual fee of $249.99. When I contacted them (and was transferred to 7 different employees) they said they could not refund the fee. I initiated a ticket to cancel using them as a merchant for my small business because I can not afford a fee of $249.99. Hours after initiating the closing of the account, a representative called me and said she could waive this fee one time if I sign a paper stating we would continue using them. I did not agree to this, and never received an email from her to complete the closing of the ********** a *************** owned small business, a $249.99 fee for something I didn't agree to is unacceptable.
Business Response
Date: 02/13/2025
Ms. *********,
Thank you for reaching out with your concerns.
We have attached your November 2024 statement and reference the section listed as IMPORTANT INFORMATION ABOUT YOUR ACCOUNT, this section explains the fee being added to your account and advises if you continue to process, as you have, will constitute your acceptance of these terms per your agreement. The fee is valid and will not be refunded.
If you would like to close your merchant account please contact customer service at ************.
Thank You, Fiserv
Initial Complaint
Date:02/05/2025
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.
October 18th, I close all my account and return all the pos machine to this company, But they still charge me at November and December, There no any activity you can see in the both statement. They never inform me and never sent me the statements, just put me in the collection.
Business Response
Date: 02/10/2025
Ms. ****,
Thank you for reaching out with the stated concerns.
A review of our records show a cancellation request received for, merchant number ************, Sakura *** was on 1/24/25 and the account was cancelled on 1/28/25. Merchant number ************, Sakura *** Online was cancelled due to an unresolved ACH reject. This account processed until November 2024. Processing fees for October and November were returned from the bank as unpaid. These fees are valid as there was processing in October and November.
There are no refunds due.
Please do not hesitate to contact us should you have any further questions.
Thank You, Fiserv
Customer Answer
Date: 02/12/2025
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 type your response here.]

Regards,

Mengjie ****
Customer Answer
Date: 02/13/2025
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 contacted *** staff on October 18, 2024, and returned all equipments via *** on the same day. I was assured that my account would be closed. However, I was completely unaware of any subsequent charges. I have contacted both your customer service and ZBS customer service multiple times by phone, but have not received any resolution. Instead, both parties have been shifting the responsibility, which has been extremely disappointing.

Regards,

Mengjie ****
Initial Complaint
Date:02/03/2025
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 submitted a ticket on 1/17/25 to update our bank account information due to fraud that changed our account number. ********************** had mistakenly registered our business under our *** instead of our legal LLC name, despite claiming to verify EINs with company names. After submitting the required information, weve been caught in a cycle of back-and-forth with no resolution. We've been asked to open six separate tickets for issues that could have been resolved in one, with unclear instructions on the information required. For example, they requested the main account holder's email match the one on file, but didn't inform us that only the main person could submit tickets. Even after updating the email and submitting additional documents, they continued to request more, including a bank letter, ID, W-9 forms, and even placed our account on backup withholding without explanation.Most recently, they requested yet another signed W-9 and ID after we had already submitted these, delaying the process further. Were now faced with conflicting requests: they asked for documents to be submitted through their provider's website, only to later insist that those same documents be resubmitted with additional supporting identification. This continuous cycle of requests, with no clear guidance on what is needed, and no updates on the status of our account, has left us frustrated. The entire process has dragged on for nearly three weeks, with our account still unresolved, placing unnecessary strain on our business and withholding $17,500 in funds. DO NOT deal with this company because if you ever have any even minor issues they will give you the runaround to resolve them without the ability to speak to anyone over the phone and only through tickets that take 1-4 business days to be responded to (not even resolved),
Business Response
Date: 02/05/2025
Ms. *******,
Thank you for reaching out with the stated concerns. We apologize for any frustration the issue has caused and we would be happy to assist however, your complaint does not provide information to identify your account. Please include your address, doing business as/legal name and merchant number.
Thank You, Fiserv
Initial Complaint
Date:02/02/2025
Type:Product 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.
On December 23, 2024, we noticed a chargeback on our bank account. We contacted ********** and they informed us, the client had claimed they had not received the goods, and that a letter had been sent to us. We were also advised to respond in a timely manner. Till today we have not received the letter from ********** regarding this chargeback. We were closed for the holiday period but on January 3rd, which was in time, we faxed a detailed response to Cardpointe with our merchant ID#, including an email with photos from the customer proving they did receive the merchandise, as well as proof of delivery from ****. We sent a copy of the fax to ourselves. ********** did not process our response and closed the file. We called on January 20, 2025, to follow up and were informed that they could not see the fax in their system. Yet we have proof from Ringcentral that the fax was successfully delivered to **********. They said we should have put the case# on each page but we have never received Cardpointe's letter regarding the chargeback, which possibly could have outlined such admin instructions. We asked for a manager to call us back. We did not receive a call back. We faxed the whole file over again on January 20, 2025, with a copy to ourselves. This time the fax to us failed but the one to Cardpointe was sent successfully. We called Cardpointe this week and yet again were told, despite now having proof that the fax had been sent twice to Cardpointe, that they had nothing in their file. We again asked for manager to call us. We were promised a call back within 2 days and we did not receive a phone call. The chargeback is unjust and incorrect - our client did receive the goods.Despite never receiving the formal notification about this chargeback, Cardpointe did receive our response in time and failed to action things at their end.We are looking for a full refund of the chargeback $1,403.80 Thank you.
Business Response
Date: 02/07/2025
Mr. ****,
Thank you for reaching out with the stated concerns.
The chargeback was mailed to the on 12/24/24 and the chargeback due date was 1/3/25. We have no record of receiving a merchant response therefore, the chargeback was found in the cardholders favor. Unfortunately, we have no control over **** and cannot speak to why the paperwork was not received. There is no further recourse through the card brands and you need to work with the cardholder or pursue other options for payments.
Please be aware that we do have an online dispute manager (CLX) you can sign up for so in the future, you can electronically receive and respond to the chargeback and other notifications in a timely manner.
If you have any questions, with to discuss further or need assistance signing up for online receipt, please contact customer service.
Thank You, Fiserv
Customer Answer
Date: 02/10/2025
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.

[Two independent companies, ****** and ************ confirmed with a date and time stamp that our response was faxed in time. Moreover, we confirmed with Cardpointe that the fax number we used is the correct fax number. I attach again the confirmation that the fax which contained our response was sent in time.
It seems Cardpointe negligently did not process the fax that they received from us in time. This was an error made by Cardpointe.
I would presume Cardpointe is insured for incidences like this. That the case is now closed by the credit card company, is not an excuse. If ********** is unable to correct this with the credit card company, and have this reopened, Cardpointe should reimburse us themselves. ]

Regards,

**** ****
Business Response
Date: 02/11/2025
Mr. ****,
Thank you for the follow up. However, with the confirmation we cannot confirm how it was received on our end, if the pages were clear, legible or even blank. Additionally, did you have the case number listed on each page so we are aware what case they go with. There are several reasons that there could have been an issue with the paperwork received. We do recommend that you call 48 business hours after you send the information to confirm that your response was received.
There is no further recourse through the card brands and you need to work with the cardholder or pursue other options for payments. Please be aware that we do have an online dispute manager (CLX) you can sign up for so in the future, you can electronically receive and respond to the chargeback and other notifications in a timely manner. If you have any questions, with to discuss further or need assistance signing up for online receipt, please contact customer service.
Thank You, Fiserv

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