ComplaintsforCardConnect

• 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,
  
  *********************
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,MID: ************, I asked to close this account in February 2nd due to so many problems which I listed in my request form. This complained is about double charges. I am reaching out to you as a result of not being able to resolve this matter with Card Connect. I addressed this issue with them several times and kept reporting to them about these double charges. No matter who my wife spoke to, they bounced her around between merchants' solution, merchant services and or to call clover. ****** kept sending her back to Card Connect saying that they are the ones who charge us directly. The bank transaction does show; however, once being charged from clover and once from Card Connect. For more than one year, this has been the case. I am now going to look back prior to 2023 to see if this happened in 2020,21,22. When my accountant audited the merchant services for year 2023, he traced back to January and noticed that the merchant services doubled our 2.65% agreement to nearly 5%, but they also directly charged for the clover essential + app fee total of $39.95. At the same time, Clover charged the same amount as well: $14.95 for the essentials + on a different date $25.00 for the plan. total = $39.95. The merchant monthly fees came out separately. The *** fee came out separately too. They kept charging for the clover app (not clover) even while not in use. I am simply asking for a full refund of the double $39.95 X 12 months (for each month of 2023 from Card Connect) I have all the bank statements to show the transactions from merchant services and the transactions that say clover. In addition, Care-Connect charged me for a different merchant (MID ************, an account linked to a different bank) they randomly charged the bank account $54.99 on 12/4/2023, $25 in 1/3/2024 and $84.95 in January 2024. These charges came out from an account that closed in November 2023 and did not run any sales since August 2023. I am asking to refund: $479.40+54.99+84.95=$619.34

  Business response

  04/05/2024

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

  Thank you for your patience while we worked to resolve the issue. 

  Merchant Number ************ has been closed. A refund of January and February fees have been processed, both months were billed $20 each, total refunded of $40. We have also refunded the Bundle Fee of $299.

   Merchant Number ************ is also closed. As a courtesy, we have refunded the November PCI ***************** charge of $125.

  Both accounts were signed up for Clover Apps. Fees for apps are monthly billing regardless of usage of the app that month, they do need to be closed separately from the merchant accounts. We have confirmed closure and refunded the following fees, refunds do take up to 1-2 billing cycles.
  Mid ************ account closed as of  01/09/2024,refunded  January charges $84.95
  Mid ************ account closed as of  03/05/2024,refunded March charges  $14.95
  
  We attempted several times to reach someone by phone to discuss the account but was unsuccessful, detailed voicemails were left for you. If there are any further questions please do not hesitate to contact us. 

   

  Thank You, Fiserv
  
  
  

  Customer response

  04/11/2024

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. At the moment the only refund that I see is $299 reflecting on my QB as of this morning. The rest has not been refunded yet. I will remain in contact with you until all refunds are made. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is absolutely horrific to work with as a provider who bill clients copays/deductibles/coinsurances/private pay expenses. There was a chargeback that I WON yet I'm still not allowed to have money deposited into my bank account for the thousands of dollars of copays that are rightfully mine and have been deducted from my customer's credit cards. No access for THIRTY days at least. Started 01.27.2024 and continue to not have copays deposited into my account on **********. They want a bank letter that states I will NOT stop any payments however I was never informed of this fraudulent chargeback on CardPointe's end, the client's credit card, OR through the slimy client. The bank will NOT write a letter like this as it is against my rights to be forced to do that as well as putting the bank in a position where they can be held liable. Supervisors don't call back; transferred numerous times; on hold for hours; expectations of business owners who are not in the wrong are expected to get "disciplined" and get bank fees and charges because of their lack of being a legitimate business and caring about their customers who pay a pretty ***** for their c*** services. The management is completely awful here. Also shame on ************ for working with a business that is complete c*** without providing any additional card processing options. I better NOT be charged for this processing fees in regards to ANY payments after 01.27.2024.

  Business response

  03/14/2024

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

  Thank you for reaching out with the stated concerns.

  We have confirmed the chargeback funds were released to your account on 2/22/24.

  If you have any further questions, please do not hesitate to contact us. 

   

  Thank You, ******

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my extreme dissatisfaction and frustration with Cardconnect, this is regarding the handling of my 2 merchant accounts and the unjust holding of my funds.Last year, I made the decision to open two merchant accounts through Cardconnect. I was already satisfied with my previous company, but the only reason I signed up with Cardconnect was due to the "commercial card interchange savings". Despite providing all necessary documentation, including bank statements and previous merchant processing statements during the onboarding process, my accounts were repeatedly flagged for risk issues. Finally on 10/20/23, Cardconnect Risk Team made the unjust decision to terminate both of my accounts, citing vague risk related concerns. They even made the decision to unjustly hold my funds for a 90 day period totaling $34,181.80 (one account for $25,838.80 and other account for $8,343). I complied with their request to wait out a 90-day holding period, during which I had no access to my funds. However, after the 90 day period, I contacted Cardconnect Risk Team by email, I was appalled to be informed that my reserve funds were deemed ineligible for release and would be held indefinitely due to purported fraud concerns. What do they even mean by holding it indefinitely?? I asked for the timeline of the release and they never respond to that question.Never in my life operating a business, have I ever faced this kind of ridiculous and unjust service from a merchant service provider. This is not only unjust but also completely baseless. My business is legitimate, and I have already provided all necessary documentation to prove its legitimacy. Also, there was never a chargeback dispute I got while using Cardconnect. Even though 3 months has past, there hasn't been a single chargeback/dispute.I demand immediate action from Cardconnect to release my funds without further delay. Holding my funds indefinitely is not only absurd but also potentially illegal.

  Business response

  02/20/2024

  Ms. Soojin,

  The merchant accounts were signed as a clothing store. The  processing pattern does not fit what would be normal processing for that type of business. The processing is higher then the signed volume, with foreign cards and a large percentage of keyed sales instead of face to face sales as you would see in a clothing store. Due to these concerns, funds are not eligible for release at this time. 

  Thank You,

  Fiserv

  Customer response

  02/20/2024

  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.
  
  Dear CardConnect,

  
  I am writing to address the ongoing issue regarding the withholding of funds from my 2 merchant accounts. First and foremost, I would like to emphasize the nature of my business. We operate as a wholesale commercial clothing business, which means we only do B2B (business-to-business) transactions. A significant portion of our clientele comprises of international customers therefore we process using manual sales majority. Our business model inherently involves large ticket-size transactions, which is evident from the previous merchant statements that I have provided. I have also attached my previous merchant statements + email explaining to Cardconnect Risk Team about my business type which is commercial wholesale business.

  Please search on the internet for what ** Fashion district is and how it is for wholesale clothing sales. We are not a little retail shop. We are a B2B wholesale apparel company.
  I urge you to refer to the provided merchant statements, which clearly demonstrate the legitimacy and consistency of our transactions.
  Furthermore, I encourage you to conduct an online search for our business. Please check our website too, you can see that we only allow business owners to create an account. We only allow retailers with business license to purchase from us.

  This is a standard practice of B2B  wholesale companies.
  

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

  
  The continued withholding of funds poses a significant hindrance to our operations and has the potential to disrupt our business activities. I trust that CardConnect recognizes the urgency of this matter and will take immediate steps to release the withheld funds.
  
  I sincerely hope that we can resolve this matter amicably and swiftly. Your prompt attention to this issue would be greatly appreciated.

  
  Thank you for your understanding and cooperation.
  
  Regards,
  
  *******************

  Business response

  03/15/2024

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

  Thank you for your patience. ******************* has reviewed your account and a decision has been made to release the funds. Funds will be released to the bank account on file. Please allow 3-5 business days to see the deposit. The merchant accounts will stay closed. 

  If you have any further questions or concerns do not hesitate to contact us at ************.

   

  Thank You, ******

   

  Customer response

  03/21/2024

  [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

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My former merchant account somehow was re-opened. I cancelled in fall of 2017.The online banking descriptor on my ***** Fargo checking account is identical to the merchant account (not part of this company) that I use whereby it describes the transactions posted as ACH to ACH Merchant. Throughout the years, I was under the impression that it was that other account (not cardponte) ! I discovered this ************************************************************************************************************************** 2017. Yet, the monthly fee was taken out and its been taken out since 2018! I thought each transaction belonged to my active merchant account outside of cardpointe. This is a mess. I've been billed for over 6 years. I spotted this on Thursday as I changed checking accounts and updated all vendors.I have spoken ****** and was told ******************* is working on an assigned ticket ********. I called the number during business hours *************) and received a disturbing interaction with ***. He placed the phone away from his ear to avoid hearing my story. He spoke over me, did not process the information I had to relay. He shamed me stating it was my fault and encouraged me to keep the account. He did not hear a single word I had to say. $12,000+ of merchant fees from your organization after it was closed were billed.I am also aware that there was a class action lawsuit. I have the names of the firms and reaching out to them as this is disturbing.Please telephone me back. Not only does this account need to be closed (once and for all) but also I need to be refunded ASAP.I was a ************************** client and processed in 2005 with your account for 1 year. I kept the account open for emergency purposes. Yet, I closed it in 2017. This has devastated me financially. I had limited funds to pay for my sister's chemotherapy. It was unsuccessful and the cancer took her. For your rep to shame me is dehumanizing.

  Business response

  03/19/2024

  Mr. *****,

  Thank you for your patience while we reviewed the account. We received a call on 1/25/2018 in which it was stated the account was closed in error, asked to have the account reinstated and placed on a seasonal hold. The account was reinstated per your request. There was no further contact requesting to close the merchant account. 

  Merchant fees are debited monthly, and it is the merchants responsibility to notify us should there be a billing dispute. There was no communication with us disputing the fees billed on the open account. Monthly statements are generated and available either through mail, email or viewing online, at the time your account was set up you would have chosen your method of getting statements. 

  The account is now closed. As a courtesy, we have waived the $30 cancellation fee and issued a refund for $697.78. 

  If you have any further questions, please reach out to CardConnect for assistance. 

   

  Thank you, ******

  Customer response

  03/20/2024

  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.
  
  The total charges I have after September 2017 are $7,795.88. Their offer of $697 is unacceptable. Their organization failed to properly monitor the account. Why didn't anyone take action? Their company has changed names/ownerships several times and this matter slipped through their radar. 
  
  The company closed the account in September 2017 due to inactivity. When I found out about it, I supported it because I had no use for it and it should have remained closed.   Ironically, this account remained inactive from them reopening it in 2018. Why didn't they re-close it for inactivity again like they did in September 2017? Why did they re-open the account?  This was without my authorization.  Furthermore, this company kept changing their descriptor.  There was no activity on this account for years. Why is it that their risk department didn't get involved? 
  
  The banking descriptor with my online banking changed over the years when this company was *************************** It now appears very similar to the merchant account that I use which states "Merchant to Merchant ********* thought it was my active merchant provider activity. It wasn't until I changed checking accounts that I noticed this as the only debit that sent that checking out into over-draft protection. When I telephoned my current provider, they confirmed that the transaction I questioned wasn't theirs.  
  
  At one point in this dialogue, I was willing to accept a partial refund from 2020 onwards. However, now I am demanding the FULL amount of $7,795.88 as not only has their company abused me, but also has relished in doing so, and offering me $697 is an insult. 
  
  They stated they received a phone call requesting it be re-opened. Calls are monitored for quality & assurance purposes. This is what I heard when I had to chase after them over the telephone. Please send me the recording of that call in 2018 that allegedly states to reopen this account.
  
  We can do this the easy way or the hard way. It is their choice. I'm sure others are subjected to this abuse. This will lead to opening up an investigation and possibly a Class Action Lawsuit.

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

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cardconnect, which is ************* Services continued to ACH debit my bank account monthly for services and equipment that were no longer being used or provided from October 2019 until it was discovered in October of 2023. The bank statements can all confirm the amounts. debited. I am attaching a list of all debits made and can obtain the statements if needed.

  Business response

  01/03/2024

  Thank you for bringing your concerns to our attention. CardConnect was able to contact you via email, whereas you were able to provide a screenshot of the Clover account being closed but not your actual processing account. As a result ********************** will be provided a courtesy refund of 12 months. CardConnect informed you that you will have to resolve your ACH rejects from your bank in order to received the refund. While we believe this resolves your concerns, nevertheless do not hesitate to contact CardConnect at **************.

  Thank you,

  Fiserv

  Customer response

  01/03/2024

  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.
  
  It is completely unacceptable that Cardconnect demands that I remove the *** debit block on them so they can charge me yet more fraudulent charges on top of the $5926.53 they have already charged before giving me a "refund."  They do not even quantify what the "refund" amount will be.  If the amount is known, and I consider it sufficient enough, I will accept it and withdraw the investigation.  But no further debits from Cardconnect, ************* Services, *********************** or Flagship will be accepted.
  
  Regards,
  
  *****************************

  Business response

  02/06/2024

  We have issued a check in the amount of $2,262.49 on February 5, ****. Please allow up to 30 days for arrival of the check. While we believe this resolves your concerns, nevertheless do not hesitate to contact CardConnect at **************.
  
  Thank you,

  Fiserv

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/21/23 I had 2 customers pay with credit cards for the repairs to their vehicles. One was for $30000.00 and one was for $500.00. The card companies approved the charges but CardConnect / CardPointe kept the money and have refused to release it to me. In the following days they had also stolen $250.00 and $1601.44 from me. I have called them daily and continue to be told it is under review and need to be patient. I have been told it will be resolved within 2-3 business days at least 5 times and those days come and go with no resolution. It looks like they do this in hopes that we will get frustrated and let them keep the stolen money. Avoid this company at all costs.

  Business response

  12/11/2023

  Thank you for bringing your concerns to our attention. Our records indicate the funds totaling $32,351.44 was transferred to your associated bank account on December 6, 2023. You should've received the funds 1 - 2 business days later. While we believe this resolves your concerns, nevertheless, do not hesitate to contact CardConnect **************** at ************** if you have additional questions or concerns.

  Thank you,

  Fiserv

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  07/31/2023-customer paid by credit card mid sept when I called them. They said it was in risk management. The set up a meeting finally and I recieved an RFI for documentation I emailed all info on 10/11 a week later I emailed to follow up-no response I have been calling and they keep setting up a phone meeting and risk management never calls. I call customer service and they set up another meeting. No one call. Since 9/29 all our credit card payments are being charged to customer but they are holding funds.. and charging us the fee from our bank account but not depositing the money. Not sure what else do do but they have over $65 thousand of our money.

  Business response

  11/16/2023

  Thank you for bringing your concerns to our attention. In order to research, please reply with your Merchant Number (MID), business name, and business address.
  
  Thank you,
  Fiserv

• Initial Complaint

  11/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Avoid this company at all costs. After having business with CardPointe for several years, called them to request another merchant account with a physical processing point and they gave an account with **********************. Processed over $7000 of payments with them and after realizing my money was not being sent to me, had to call them multiple times to ask why. Awful customer service, they make it very hard to get them on the phone for a reason. After being left with no answer for weeks, received an email saying in very vague language that my business account would be terminated and that my money would not be released "based on the reason for account closure". Had to call them again and again till I spoke to someone that said that means they will be keeping my money. Asked then for them to refund all my customers and they said they will not do that either. They denied any further clarification, and refused to send me an official letter communicating this or provide their business information. I had to call CardPointe customer service to get their information and find out which company this is. Absolutely horrified how they are in business with all these ratings of people saying the same thing. They are all true, do yourself a favor and stay away from this criminal business. Will be taking them to court.

  Business response

  11/28/2023

  Thank you for bringing your concern to our attention regarding the funds that have been placed into your reserve balance. The *************** was unable to validate the business (home based) and all sales were under the same issuer concentration, and the funds are currently ineligible for release. We apologize this is not the response you were expecting, however, if you have any additional questions or concern you can reach Card Connect **************** at **************.

  Thank you,

  Fiserv

  Customer response

  11/28/2023

  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 yo** reference, details of the offer I reviewed appear below.
  
  [hello you are telling me the money is in a reserve balance and when i talked to support they told me the funds will never be released to me . I have an email of them telling me this and on top of everything i was charged fees for the money i will never receive . How does that make sense? i also requested to refund all my customers and that was denied also . Ur keeping over $7,000 of my money i consider that fraud . I will get a lawyer involved and sue ** company . 
  
  Regards,
  
  ***************************

  Business response

  12/08/2023

  As previously communicated the funds have been placed into your reserve balance. The *************** was unable to validate the business (home based) and all sales were under the same issuer concentration, and the funds are currently ineligible for release. We apologize this is not the response you were expecting, however, if you have any additional questions or concerns you can reach Card Connect **************** at **************. 
  
  Thank you,
  Fiserv

  Customer response

  12/08/2023

  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.

  This company is being very vague with the words they are using . They are saying my money is being held in my reserve balance but what does that mean? when i called ur company on the phone they told me im not getting the money ever . Youre telling me its in my reserve balance as if i will receive the money one day . So im being lied to by this company . The company is not explaining anything and is acting very fraudulent . 
  
  Regards,
  
  ***************************

  Business response

  12/26/2023

  As previously communicated the funds have been placed into your reserve balance. The *************** was unable to validate the business (home based) and all sales were under the same issuer concentration, and the funds are currently ineligible for release. We have attached copies of your Merchant Processing Agreement (MPA) and Program Guide for your records and review. We apologize this is not the response you were expecting, however, if you have any additional questions or concerns you can reach Card Connect **************** at **************. 
  
  Thank you,
  Fiserv

*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. ↩