ComplaintsforCardConnect

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They need to do a Batch Forced Closed for date 8/17/2023. We are owned. $613.85. The closed our account at ********************* ************************************************************************ on 8/17/2023. We sent an email asking to end our account on 8/30/2023. Because they terminated our account on 8/17/23 we haven't received any money for credit card service. We have been trying to contact the company since Aug 17th, 2023, but can't get through. We have been on hold up to 2 hours and getting passed around from person to person. I was on hold for 2hours and 16 minters and then was cut off.

  Business response

  10/30/2023

  Thank you for bringing your concerns to our attention. A CardConnect agent has attempted to connect you as they can do a Special Process Request (SPR) which requires a signed and dated Letter of Liability. Once we received the signed letter the process can take 7 to 10 business days to be processed fully. While we believe this resolves your concerns, nevertheless, do not hesitate to call CardConnect **************** at e **************.

  Thank you,

  Fiserv

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CardService/CardConnect without our authorization and without cause undertook the folllowing:1. Changed the **** Compliance" process from the established methodology which we had undergone for years 2. Failed to notify us of said change until it was time to perform the compliance review (which in any case is inapplicable to us as we perform no online transactions and all credit card sales are performed via a POS Terminal and modem line)3. Was unable to perform the *** Compliance process via their (new) online methodology 4. Promised us that any late fees or charges for non-compliance would be refunded upon completion of the process in a number of writings to us.5. Billed us a $149 "annual compliance fee" in July of 2022 even though they were unable to perform the compliance check.6. Billed us non-compliance fees (of $29.95 per month from August 2022 to March 2023 totaling $239.60, and then they raised the non-compliance fee to $49.99 per month for April 2023 to June 2023 totaling $149.97). (Note that they billed both the Compliance Fee and at the same time non-compliance fees, even though it was CardConnect's new process which prevented us from achieving compliance)7. Billed a ***************** Bundle" of $269.00 on our December 2022 statement, a "service" we did not ask for, accede to, and one which is not applicable in any case for the simple, non-Internet commerce account/card terminal which we utilize.We thus request a complete refund of said fees, as well as CardConnect providing us with ONLY non-internet, POS ***************** and to discontinue any and all other services and fees (such as the outrageous and useless ***************** Bundle") going forward.Letters were sent to them requesting as much in July and August, both of which we have yet to receive any response to.

  Business response

  09/19/2023

  Dear Mr. ******************* you for reaching out to us and we do apologize for the issues you are experiencing.  We would like to assist with a resolution but need a bit more information please.  Please provided your merchant ID or IDs as well as the name of the business.  Once we have this information we will be able to review the account(s) and come to a resolution,

  Respectfully awaiting your response.

  Fiserv

   

  Customer response

  09/26/2023

  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.
  

  The response asked for our merchant ID and company name, but there was no name of the person to whom I should send it to (and it's odd that they provided only an anonymous response), nor any contact information or means whereby said information could be sent.

  I'm not sure if I should write our account information here or not since I saw it noted somewhere on the BBB site that complaints are potentially public (which is fine, but I'm sure the intent is not to post specific account numbers, etc.). If I am given a person's name, title/position with Fiserve/Cardservice, and contact information (phone, fax, and email) I'll be glad to respond with the information which "Fiserv" requested, or if the BBB informs me it is OK to list them here then I can do that instead.
  

  Thank you, BBB!
  
  ***************

  Business response

  09/27/2023

  Dear Mr. *********************** you are not comfortable with providing your merchant account information here, you may email it to ********************* attention *********************************** and include your BBB case number in the subject line.

  thank you

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

  Presidential Liaison, ************************************ ********** Relations & Legal (CGL)

• Initial Complaint

  08/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My business was flagged for a risk review on August 17, 2023. I was asked to provide answers to a list of questions and provide documentation for one transaction which was captured on August 16, 2023. I was informed that I would receive an update within 1-2 business days after receipt of information which I provided in full by August 18, 2023. I have emailed my representative in the risk department and called customer service numerous times. No answer or update has been provided and customer service has provided different responses to my repeated calls. I now have a call scheduled for August 29, 2023, almost 2 weeks after the flagged transaction was processed. They are holding money and not funding my transaction and are not replying as stated. This is negatively impacting my business operations, cash flow and vendor relations. I have done nothing wrong and am a long term customer with no issues whatsoever. The flagged amount was not outside of my normal operations or charges.Midlands Printing Inc.Merchant#************

  Business response

  09/14/2023

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

  Thank you for reaching out with the stated concerns. Funds were released to the account on 8/29/23.

  While we believe this issue is resolved, please do not hesitate to reach out should you have any further questions. 

  Thank You, ******

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Customer charged back through Amex back in July 2023. We never received the notification. They acknowledged that they did not send out the notification. I found out when I went reconcile bank statement. I called them they said sorry case close. How can you say case close when not given opportunity to answer the dispute. Amex said that they would consider opening up dispute if I send copy of paper work to Card connect . Now Card connect says that Amex denied request. I am getting run around. There is no proof of this happening. We get connected all over the world to get help. This is not good business practice. Amex will not speak to me because we dont have direct account. Please help

  Business response

  10/20/2023

  Thank you for bringing your concerns to our attention. 
  
  Your account is set up to receive Dispute Notifications via Business Track/Dispute Manager only. Therefore, you would have been alerted to both chargebacks via *************** on the day we received the notifications from **************** and debited your bank account. ************** - $3,154.53 had a response due date of 7/24/23 and CB531880115401 - $604.78 had a response due date of 7/23/23. Your response was not received until 8/9/2023. This resulted in the case(s) going past the time frame for us to represent them to ****************.
  
  Indeed, in the event of a chargeback, Fiserv stands to suffer a financial loss the disputed transaction amount is automatically debited from Fiservs funding.  Therefore, to secure card-processing services with Fiserv, you agreed to resolve all disputed card transactions directly with the Cardholder.  As such, if you believe you are *********** the funds from the transaction at issue, the only recourse at this juncture is against the Cardholder or the individual that you provided goods or services.  
  
  While we understand that you may disagree with the Issuing Banks decision, as noted above, Fiserv has no control over this decision making process and unfortunately, can offer no additional insight and/or assistance, with respect to recovering the chargeback amounts.  Nevertheless, please do not hesitate to contact CardConnect at **************, should you have additional questions or require additional clarification.
  
  Thank you,
  
  Fiserv

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our company has been using CardConnect as our credit card processor for over 8 years. The third week of May 2023 I called and cancelled our account. I spoke with three people in three departments, confirmed my cancellation, confirmed my email and mailing address, and was told I would receive confirming documents via email. Those documents never arrived. I have been subsequently charged $53.95 for **** fees and $283.89 for July fees (of which $199.99 is for compliance). No transactions have been processed since May, prior to my cancellation. There is no email to contact the company to document any interactions, it is all over the phone. I called again today, waited on line, then was told they are not available, call back. From CardConnect I am seeking confirmation of my cancellation and a refund of $337.84. Funds are automatically deducted from our checking account so I have no way of disputing or stopping them without incurring bank fees.

  Business response

  10/18/2023

  Thank you for bringing your concerns to our attention.  Our records show that our Office was contacted, however, cancellation form not received to the proper Office or email.  The contact information is disclosed on your monthly statements.  We understand that your ************ made contact to discuss the account and offer refund compensation as a courtesy, and you opted for a check to be mailed.  Please note that this process can take 4-6 weeks to include delivery.  Request was submitted on 10/13/23 for a refund in the amount of $367.79 via check delivery.  If you require further assistance, you will need to reach out to your Sales Team at **************.

   

  
  
  

   

  Customer response

  10/19/2023

  [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

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ran client credit cards with CardConnect in July 2023 in the approximate amount of $18,066.75. CardConnect sent us an email on 7.20.23 that stated "Risk Monitoring has identified a change in your current processing volume. We will need additional information to validate this activity and ensure there are no concerns. Please respond and provide the requested responses and documentation as outlined below". We emailed them detailed answers to ALL questions except we did not email our bank statements as they requested because their email was not encrypted. We emailed them the responses on July 27, 2023 and kindly requested they send us an encrypted email so we could send our bank statements. Never, at any time, did they tell us they were not depositing our money into our bank account. In addition, they never responded to our request for an encrypted email. After our accountant found that they made two deposits of $99 each in the entire month of July 2023, she sent the ********* an email on August 5, 2023, requesting to know why our money is being held and when they are going to release it. Again no response. On August 7, 2023 we emailed and spoke to our "broker" for CardConnect. He said we were not "allowed" to speak to the *************** without an appointment. So, we made an appointment for 11am EST /9am MST August 8, 2023. I booked out the owner that they requested to speak to and we waited for them to call as we were instructed to do. THEY NEVER CALLED. We sent an email to our "broker" stating that the Risk person never called at the appointed time, or ever this morning and we left him a message to call us back. We have not heard from him yet. We are extremely concerned about our money, as we have read other complaints like this on the BBB and other websites, after searching CardConnect reviews today.

  Business response

  09/14/2023

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

  Thank you for reaching out with the stated concerns. We apologize for any frustration charged. It appears the funds have all been released to your account. 

  If you still have questions or concerns you may contact us directly at ************.

   

  Thank You, ******

*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. ↩