Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:14/03/2025

  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.

  I was looking for a new card processor, Helcim seemed to have good reviews. I applied, they checked my credit, my company and approved me for business with them. We sold $10,000 in product in the first 2 days, delivered our customers their products. ******************** then said their risk policy doesnt fit our business (we deliver and sell products in homes and businesses and have a physical brick and mortar location). I can see nothing we violate in their terms of service. They have cancelled $10,000 in cards while we have $10,000 in product and I have **** obviously expecting pay next week. We minimally have to wait for their refund, go back to the customers (thankfully we keep records as ******************** has locked us out of everything) We now may be looking at legal battles as we have signed receipts left with our customers stating paid in full. I would think if my business had risk they would vet that before approving me, and not doing this kind of damage to a company. This really hurt my business guys, I wish you never became a company Helcim. Do better, youre hurting good peoples lives. Id like to have the $10,000 processed and we can stop doing business together so I can limit liability and just move on.

  

  Business Response

  Date: 14/03/2025

  Hi ****, 

  Thank you for taking the time to leave us feedback. 

  As part of our obligations as a financial service, we have to adhere to strict rules and regulations on KYC, Risk and AML policies. We conduct reviews of our accounts both on sign up and when the first batch is processed. We conduct reviews on the first batch to ensure we are prioritising the accounts of our active merchants. 

  The outcomes of the reviews we conduct will determine our ability to continue the business relationship. Whilst we would love to onboard every merchant, we cannot always clear the requisite hurdles. All the information related to our terms of service and authorised use policy can be found on our website. 

  If we aren't able to continue the relationship with a merchant, any funds held will be returned to the customers. They will often see this as a cancellation of a pending charge rather than a refund. 

  If you have further questions about your account you are welcome to contact our team on *************** or by emailing ***************************************************************

  Best, 

  -The Helcim Team.

  

  Business Response

  Date: 14/03/2025

  Merchant was closed due to their business practices not falling in line with our terms of service, 

  Merchant was not in compliance with our risk policies. 

  Customer Answer

  Date: 17/03/2025

  I have read the terms of service, told you exactly in detail what we do and how we do it in writing and over the phone. I was assured everything had been reviewed and we are okay to process with you guys. Nothing my business does violates any policy written anywhere by Helcim that I can see. We lost one of our accounts over this, and a *** that I care greatly about lost money as did my company. I just want other small business owners to see this and not do business with Helcim, this could have ended my business if I was brand new. They will not tell me a reason or policy I violated, just take my money, refund it to customers while I still have the inventory in the customers home and lock me out of all information and the status of refund. Again I am still waiting to hear what policy or risk we violate. We literally verify drivers license and take pictures of our customers with their purchased products and our *** inside their home at the point of sale.

• Initial Complaint

  Date:16/12/2024

  Type:Customer Service 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.

  Signed up for the service and processed our first payment through there web portal. They asked for additional details which were provided and they then proceeded to cancel our account with no explanation given. We asked for support and to understand the issue, but they provided no information and held our funds. We work with property management companies and they pay through services like ******* and Bottomline which are prepaid to us. These funds are now lost and they have locked our account and have provided no path to resolution.

  

  Business Response

  Date: 16/12/2024

  Hi *******, 

  After reviewing your account we determined some details surrounding the business are not in line with our risk policies. We would love to help every business without exception, but we are not always able to clear all the requisite regulatory hurdles.

  We know this may be disappointing, and we apologize for any inconvenience or disruption this might cause you or your business.

  As a financial service we have strict requirement to adhere to KYC/KYB, Acceptable Use and Risk Polices. The outcomes of these reviews determine our ability to continue a business relationship. In this instance some details of your business were not in line with our risk policies. 

  You are welcome to reach out to us at *************** or email *************************************** for more information. 

  Best

  - The Helcim Team

  

  Business Response

  Date: 16/12/2024

  HI BBB, 

  Not much more to add for this one, we were unable to satisfy our verification requirements for this business. We could not adequately verify their business type or the products/services they sold. 

  In this instance we then had to close the account. We cancelled the transactions and returned funds to their customers, we are not holding any funds for the merchant. 

  There were also some additional factors about the application that fell outside our risk parameters as well. 

  Best, 

  ******

  Customer Answer

  Date: 16/12/2024

   
  Complaint: ********
  
  I am rejecting this response because: Need confirmation and transactional details showing the funds have been refunded. This is more information then ever provided after * emails with your customer service. We are still not able to access the funds to this transaction.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 17/12/2024

  Hi *******, 

  Please see the email correspondence from our Trust and Safety team regarding your funds. 

  If you have further questions you can contact them at ***************************************************************. 

  Best, 

  The Helcim Team

  Customer Answer

  Date: 21/12/2024

   
  Complaint: ********
  
  I am rejecting this response because: No transactional information was provided and need those records to work with the credit card and vendor.
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:25/07/2024

  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 Used Helcim for my business processing for almost a year. After only * issue ever a un justified chargeback which I disputed with documentation and covered with funds from my processing. They decided to close my account after I got upset with Rep ***** over these issues. Instead of reaching out to me for more information or to reach further resolution. I provided an enormous amount of Documentation and submitted necessary documents. I would like a formal apology from the company and a refund of $****** which has already been reversed by my client.

  Customer Answer

  Date: 26/07/2024

  This one and only dispute in a year of processing with Helcim is the result of all our issues in our relationship their lack of communication between us and understanding of my business.  They unfairly closed my terminal causing further harm to my business and have yet to refund my the resolved dispute amount back to me.  I'm requesting a refund of $****** as justified so we can both move on with our business!  

  

  Business Response

  Date: 30/07/2024

  Hi *****, 
  
  Thank you for the additional clarification. 
  
  In reviewing your account, we can confirm that our team has been in regular contact regarding this issue. As our team had communicated, the disputed amount will be returned as per the standard process once we have received official documentation as required. 
  
  Should you have any additional questions or concerns regarding this, our team is happy to assist. 
  
  We apologize for any inconvenience and wish you the best going forward. 
  
  - The Helcim Team

  

  Business Response

  Date: 30/07/2024

  Hi BBB team, 
  
  We wanted to provide additional details regarding the additional context added by *********************** for case ********. 

  Attached we have included correspondence between our team and the merchant noting that the requested $*** will be returned as part of the dispute process. 

  We are required to await official documentation noting the status of the dispute, whether it be won or lost, from our partner bank before actioning further. 

  Our team has reached out to our partner bank for any further updates as to the status in relation to this chargeback, and will be able to refund the correct amount to this merchant once received. 

  We have communicated this information with the merchant as well, and received an acknowledgement regarding this process as shown. 

  While we understand frustration in terms of length of time for this process, we are required to follow official procedures in these matters and have been communicating current processes with the merchant consistently throughout. 
  
  Should you require any additional information on this matter, however, please let us know. 
  
  Thank you, 

• Initial Complaint

  Date:23/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complain pertains to a ********** received in JULY of 2022. I have tried to resolve this directly with the company for months via email. The company has stopped communicating with me and I am now asking BBB's help in getting in touch with Helcim in order to resolve this. The background: I have been a customer of ******************** since 2015. I obtained my *** terminal through them and had to pay monthly fees for it. The *** belonged to another company that was a partner of Helcim, called Elavon.On MAY 18, 2022 I received an email from Helcim saying that the ****** *** terminal would no longer work after JUNE 1 2022. Helcim was ending its partership with Elavon. The email said my options were: to stay with Helcim or to migrate to Elavon's new platform. I chose the latter. I acted on Helcim's email the SAME day. I called Helcim, spoke with ***** and requested the closure of my Elavon account and a return label to ship the Elavon terminal back to them. She said she would start the process. I followed up with her by email on MAY 24. NO REPLY. I was now in the dark as to whether or not Helcim had started the process.I called Helcim and spoke with **** on the same day, MAY 24. He apologized and said ***** was a new hire. **** said he would look into my case, whether the migration was started and would request the closure of my account and a return label for my Elavon *** terminal. I explained that I wanted to complete the migration and ship the terminal BEFORE the end of May so as NOT to incur fees for ***** **** emailed me back the same day saying that ***** had not done ANYTHING and that he would take over. I sent **** another email on MAY 27 asking again for the closure of my Elavon account and the return label. I had the terminal unplugged and ready to ship it.On MAY 30 I received a call from a Helcim employee to check if things were progressing smoothly. I asked him to confirm that I would not be charged fees for the Elavon *** terminal for the month of ***** He said NO there will not be any charges. On the same day MAY 30 I received an email from Helcim saying that the migration was complete. However, I was still waiting for the return label for my old terminal. FINALLY I received an email from **** on JUNE 13 saying that he requested the return label for the Elavon terminal. The label arrived and I shipped the terminal back. A few weeks later I got a bill from ****** saying I was charged ****** for the month of ***** I immediately emailed **** attaching the **** bill asking why I was charged and asking to be refunded. My email was sent JULY 28. There was NO REPLY. Sent another email AUGUST 11 I. NO REPLY. Sent another email on AUGUST 16 saying I will complain to BBB. **** replied saying that he was working on another project, and that he would contact ****** to see what happened. He said that the manager that was working on my case was on holidays until AUGUST 29. On AUGUST 31 he emailed me saying that his manager was back from holidays but he had not heard back from Elavon yet. He said that he will be on holidays until SEPTEMBER 6. And that was the LAST TIME I ever heard back from HELCIM.What happened since then is that I called Elavon myself to ask why I was charged for ***** I thought it would be hard to get an answer. After all **** and his manager were trying to get in touch with them for so long. To my surprise it was very easy. I spoke with the billing department and was told that I was charged for **** because Helcim requested the closure of my account on **** ********************************************************************************** May. According to their written record: "**** from Helcim placed the call tag/request for the closure of the account on **** 13."So to recap, Helcim sent me an email on May 18 that my Elavon terminal would not work after the MAY 31. I had requested the closure of my Elavon account and a return label for my terminal on MAY 18, MAY 24 and May 27, but Helcim did NOT act on my requests until JUNE 13. I was therefore charged fees for services and a *** (that did not work since May 31) AS A DIRECT RESULT of the delays on the part of Helcim.I am asking to be REFUNDED the ****** FEES for the bill received in JULY 2022. This is my last attempt to have this resolved through BBB as ALL other direct attempts with Helcim have failed. I will not accept anything less that a full refund as a resolution to my complaint.

  

  Business Response

  Date: 26/06/2023

  Hello ******, 

  We are sorry to hear that our customer service in this case did not meet your expectations. In reviewing the notes on your file we can see that there was a delay in the initial emails that does not meet our high standard for customer support. Providing a great merchant experience is very important to us. 

  Our entire support team is available at ***************************** should you ever need assistance and you can reach out anytime. We will have a member of our team reach out shortly to get the details needed for the refund.

  Thank you, 

  The Helcim Team
  

  
  

  Customer Answer

  Date: 27/06/2023

   
  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.

  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/04/2023

  Type:Customer Service 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 applied, was approved, and opened my account with Helcim in January 2023. Per their suggestion, I ran a successful test transaction on March **, 2023. Immediately upon receipt of my first external transaction from an outside client, Helcim contacting me notifying me that they would not process that transaction and retroactively un-approving my account, citing a credit check, with no explanation as to why approval had been communicated previously nor a resolution to the damage to my business from failing to process the transaction. Upon approval of the transaction, I began work for the client but am now without the client's funds, which Helcim informed me would be on hold for several days.

  

  Business Response

  Date: 11/04/2023

  Hello ******,
  
  Thank you for your feedback, we appreciate your concerns and apologize for any inconvenience. 
  
  As a financial service provider, we have strict obligations to adhere to Anti-Money-Laundering, Acceptable Use, and Risk policies. Upon review, our team had explained that our underwriting process takes into account a multitude of factors such as creditworthiness, business history, industry type,  and other pertinent risk metrics. An initial  review is conducted at sign up, but reviews also occur on an ongoing basis as, more data becomes available through use of the service. In a subsequent review of your account, there were additional factors surrounding the details of the business and/or the transactions that were not in line with one or more of these policies and we made the decision to close the account as a result. Your customer has not been charged and the transaction was voided and returned to them. 
  
  We wish you the best going forward and apologize for any difficulties this may have caused. 
  
  - The Helcim Team
  

  Customer Answer

  Date: 11/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  Helcim approved my account and communicated that it was ready to accept payments, confirmed with a test payment per Helcim suggestion.  Helcim retroactively un-approved and while the customer may have been refunded, this was still a detriment to both my business and my customer. 
  
  Sincerely,
  
  *********************************