Complaints

This profile includes complaints for Global Payments Canada's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Global Payments Canada

  PO Box 4010 Stn B Etobicoke, ON M9W 7H8

  
• 

  Global Payments Canada

  100 Congress Ave Ste 2000 Austin, TX 78701

• 

  Global Payments Canada

  Saskatoon, SK S7H 4B3

• 

  Global Payments Canada

  200 - 3381 Steeles Ave E Toronto, ON M2H 3S7

  
• 

  Global Payments Canada

  620 1130 W Pender St Vancouver, BC V6E 4A4

  

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:23/04/2025

  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 have been processing for Global Payments for approximately one year. On September 13th, we stopped receiving deposits without notice. *** ******** **** *********. Global Payments had no answer as to the reasons. There is approximately $75,000 that was processed that we never received the funds for. In other words, to date Global Payments owes us $75,000 in payments.
  
  On Friday, September 20th, Global Payments without notice or consent, ************ attempted to withdraw $10,000 from our account approximately 10 times, thus attempting to ***** a total of $100,000 from our bank account. *** ******** **** *********. We are grateful that our bank has reversed these ********** charges.
  
  When contacted, Global said that on the back end it appeared that we had a “risky transactions”. I challenged their ***, as all our transations are ** secure, in other words, the customer uses their pin number on their credit card, so the transactions are guaranteed and secure. ******** ******** ******** had recommended and set us up with ** secure. In fact, ******** ******** ******** had confirmed that all transactions to date are ** secured. We received a ticket number from Global (Ticket # ********, Ticket #********, Reference #********, and Reference #********).
  
  According to our calculations and the missing deposits that Global Payments currently owes us is $38,198,26. The terms of service agreement states that they are entitled to hold monies for upto 190 days for chargebacks. As stated all transactions with the exception of two Amex transactions, in which ** secured verified transactions failed. All other transactions were verified. Global Payments as not responded, and their actions shows us that they intend to ***** our monies.

  Business Response

  Date: 15/05/2025

  Better Business Bureau Inc.
  Case Number: ******** 
  Customer Name: ****** ****
  Customer DBA: ******* **********
  MID Number: ***********
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for your inquiry into the above referenced case. We have researched the account and have discussed with the Risk team regarding the closure of this account and the violations the merchant was subjected to. 
  

  The merchant was in violation of breach of cardbrand/merchant terms and services to which our Risk team engaged with the client on September 19th and 25th, 2024. The merchant was in violation of their MCC (Merchant Category Code) as they were approved to sell motor parts, however **** determined the merchant was selling Prescription Drugs. The merchant was communicated regarding the closure of the account due to violations of services on September 19th, 2024 due to the violations of their terms and conditions clause 14.6. The merchant was advised in this communication that any funds held with Global Payments will remain in place in accordance with the Terms of Service. 
  

  Global Payments incurred a bard brand fine for non compliance to which is absorbed by the merchant through held funds. Risk exposure was deemed at approximately $100k due to the risk of charge-backs and fines incurred. $38,198 of held funds was recouped which does not cover the full penalty. The remainder of the loss has not been captured and absorbed already by Global Payments.
  

  Sincerely,
  Global Payments Canada 
  1.************

• Initial Complaint

  Date:14/12/2023

  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.

  We cancelled our global Payments services effective Dec 31, 2023 and had to pay an early termination fee and sign an agreement, which we did.
  
  Global Payments then turned our machine off immediately and we lost 3 sales before it was fixed.
  
  No Global stopped making deposits to us as of Dec 8th and left us unfunded for payroll and taxes.
  
  They are unresponsive and even though they confirmed having the money cannot explain why it is not being transferred. We have call multiple times very single day with no answer.

  Customer Answer

  Date: 05/01/2024

  Please close.

  The company released the funds, but has jot provided any explanation why this occurred. We have since closed our account.
  
  
  
  ***** ******** **** **** ***** **

• Initial Complaint

  Date:06/12/2023

  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.

  Global Payments, without my authorization withdrew a $299.00 for an infrastructure fee from my bank account. I have been a loyal customer of this business for over 18 years. They claim they advised of this in a June 2023 statement, but it must have been buried in the small print. When I reviewed that statement there is nothing in the main section (first 2 pages). I see others have made a similar complaint about this issue.
  
  Was there a specific email, or letter advising of this payment? No. I know other providers of services where there are fee changes they provide this courtesy, or have it upfront and visible.
  
  They claim this is for upgrading of their online platform and technology. Really! I've never heard of any company charging their clients a fee to upgrade their business. That's called investment, and is usually the responsibility of the owner/shareholders of the business.
  
  As an aside, I have spoken to the company about this. It was brushed aside, and I was told I needed to wait for a call back from a sales associate. Even when I requested to cancel pre-authorization payments from my account, the same thing.
  
  I'm very disappointment in the charge, but more by the response from this business that I have been dealing with for such a long time.

  Business Response

  Date: 06/12/2023

  Advance notice was provided of this fee. Such notice included the fee, amount, and effective date. Upon receipt of the notice, you were within your right to contact us to exercise penalty-free cancellation (this is afforded, by the Code of Conduct, within 90 days following receipt of a fee change notification). You are responsible for reviewing your monthly statement in full. The "Notices" section, where this notification was provided, includes many critical pieces of information related to your account. We encourage you to ensure that you are reviewing all relevant notices in a timely manner.  

  Customer Answer

  Date: 06/12/2023

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

  I believe the company had a duty to me as a customer to provide the appropriate notice on my statement that would be obvious and clear. Such a fee should have been upfront on the first page of the statement so as to be seen. Why was it buried in the fine print. I know why, so it would be missed. Also, how about asking for authorization of these fees?

  I also have yet to hear back today regarding my calls to your company addressing this matter. I don’t believe your company is acting ********* and within the normal acceptable business practices  of successful companies. I would expect this from a business ******** customers, but not a reputable Canadian company that wants happy customers.

  This fee was not authorized willingly by me, and I would appreciate a refund  

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

• Initial Complaint

  Date:01/12/2023

  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.

  ***** *******! They cannot defend a claim even though all the proof has been supplied. Plus their fees are higher than other payment processor like Stripe. Avoid them at all cost!

  Business Response

  Date: 04/12/2023

  I am happy to assist, but will need a detailed summary of the issue, and why a refund is being requested. If possible, please also include your Global Payments Merchant ID, with your response. Thank you. 

  Customer Answer

  Date: 04/12/2023

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

  Global Payments simply closed the chargeback claim saying the bank refused the dispute, even thought I forwarded them all the proofs of the transaction. They basically did absolutely nothing useful to help their customer.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 05/12/2023

  We appreciate that the outcome was not as you would have liked; however, it is not Global Payments' role to approve or reject your evidence, nor the initial chargeback claim from your customer. We are only able to notify you of the disputed transaction, collect your evidence, and submit it to the issuing bank. Beyond this, it is not our decision, nor in our control. If you have further concerns, your best course of action is to speak with your customer who filed the chargeback. 

  Customer Answer

  Date: 08/12/2023

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

  I Have provided all required evidences but it seems that you made no effort to present them properly to the disputing bank because after I sent the evidences, you required more information that had already been supplied.

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

• Initial Complaint

  Date:25/09/2023

  Type:Customer Service 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.

  Have been charged monthly non compliance charge from the company but have supporting documentation that i am compliant. I cannot get through to the company to have it resolved. They just keep charging me $49.95 every month. I contacted them on August 10th to correct the problem and they still haven't fixed the issue. I sat on hold for 2 hours yesterday trying to get through. And hours and hours other days too.

  Business Response

  Date: 04/10/2023

  Thank you for raising this. This client is a customer of *** Payments, which was just recently acquired by Global Payments. We are investigating this matter right away and, as long as there is proof of compliance, we will update our systems and rebate the client. We will respond back with further information, as soon as our account management team has reviewed and confirmed back. Thank you.

  Customer Answer

  Date: 06/10/2023

  
  
  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.  As long as they do in fact credit me the amount owing and stop adding the charges to my account!
  
  
  
  Sincerely,
  
  
  ******* ******

• Initial Complaint

  Date:12/09/2023

  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 had a business account with them for 5 plus years. After shopping around we found that it was extremely overpriced and switched companies. After calling them to cancel on June 23rd, 2023, they said they would send my cancelation form within 3-5 days. On June 27th, 2023, I contacted them again that I had not received anything. Apparently, the cancellation wasn't inputted and they had to do it again. I received an email on July 7th, 2023 offering a discount for our account. I declined and asked for the cancelation form. After weekly emails and calls to escalate, I finally received the cancellation form on August 2nd, 2023. I contacted them about the bill from August that they sent us. A week later I received a refund of the full amount. This morning I received another bill for the month of September and, sure enough, the money was taken from the account. This has been the worst experience with cancelling our account I have ever had to deal with, and I run a corporate business. All I want to do is cancel my account and never receive anything from them again!

  Business Response

  Date: 20/09/2023

  Thank you for reaching out to us to help address this matter. We were able to confirm that the cancellation form was returned by the client August 8, 2023, and the account was scheduled to close within 30 days, in September 2023. We recognize that this process may not have been clearly communicated to the client and, as such, we have initiated a rebate to the client for August 2023 statement fees, billed at the beginning of September. Thank you. 

• Initial Complaint

  Date:24/07/2023

  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.

  Global Payment has been charging extra fees since the beginning of this year (2023), such as the infrastructure fee of 250$ and the new PCI fee (25$) , risk evaluation fee (15$). Now there is even a risk ASMT fee of 239.52$. There is also an ever increasing % rate per transaction. Just to give an idea, usually my monthly balance is around 200$, and on August 2023, global payment charged me 857.85$. They argue that they did notify the customer by putting the notification in tiny font at the end of the monthly bill.
  
  I contacted their customer service center to ask about the fee justifications case #********, and they assigned my case to their account advisor Sarah B.. I asked to be contacted via call multiple times as the company really likes to avoid saying anthing concret. I was promised a fee revision and reduction, but no detail was given (see email). I called to ask for details and was told that I had to call the sales departments, and then I was told that the sales department cannot be contacted via call, you have to wait for them to call you. I made the administrative process and requested a callback only to get an email from the same advisor literally saying the same thing. Finally I got the revision 1 week later which is a 500$ rebate annually, which does not even cover the extra fee they charge every year.
  
  When I requested to close my account because the price revision was not satisfactory and their customer service is horrendous, they said that it takes 5 days to get a form and then when I return the POS machine they will only proceed to cancellation when the machine arrives at their center. Even when I propose to send them the postal proof they are trying to delay the process. I had to call multiple times and the last time I called to cancel and waited on the phone for 3h+ and no one answered. I just want to cancel by the end of 31 July, and no cancellation form has been send to me despite their promises.

  Business Response

  Date: 01/08/2023

  As addressed, our account representative, Sarah, reached out to follow up on this cancellation request. The cancellation form was requested, but the backoffice does need at least 1 to 2 business days to process cancellation form requests. Our team will continue to work with the client to fully process their account cancellation request; however, we are unable to provide the requested refund, as all fee changes were notified, in writing, with 90 days' advance notice, during which the client could have chosen to exit their contract. Thank you. 

  Customer Answer

  Date: 01/08/2023

  
  
  Complaint: ********

  Sarah has indeed followed up with the account closing which I am satisfied.
  
  
  
  However, I am rejecting the response regarding the refund because: I was only able to find the notice for administrative PCI, and smaller fees. I was not able to find any notice about the RISK ASMT fee  of 239$. No one in the call center was able to explain this fee to me. If there is a notice issued, provide me with the month of the notice and I will check myself, if there was no notice, I have the right to request a refund.
  
  
  
  Sincerely,
  
  
  
  **** *** ****

  Business Response

  Date: 14/08/2023

  Notification of the Risk Assessment fee was provided in the January 2023 statement. Thank you. 

• Initial Complaint

  Date:06/04/2023

  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.

  On Dec.19 2023. I went to get gas in Sarnia, ONt. in the amount $30.01 I use a prepaid card anyways there was 2 transactions in the amount $250.00 I did get one payment back. It’s been 4 months and still haven’t received the other $250.00 I’ve called several times I’m not getting anywhere with them. Also wasting gas I live 45 min. away. Hear the proof , thank you.

  Business Response

  Date: 06/04/2023

  This is a consumer complaint that needs to be addressed directly with the business. Global Payments assists our business clients; we cannot assist with instances where the business has incorrectly charged their end consumer. I'm sorry we can't be of more assistance, but this issue needs to be raised directly with the gas station where this occurred. Thank you.

• Initial Complaint

  Date:06/04/2023

  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 will be yet another person complaining about the surprise $250 infrastructure charge. They claim to have informed us of the impending charge in the August Statement. Well this is true... sort of.
  
  Legally they are required to inform us... well, I have never received any communication from Global, apart from at the very beginning I received one email. Never was emailed or contacted for any reason again. No emails to let me know when statements were available. Nothing.
  
  I had to actively myself go to the portal, download my statement and then read through all the fine print at the bottom of the statement and there, in paragraph 28 they did mention it. If I have to actively seek out information that I do not know is there, how can they claim I have been notified? In the portal there is a tab for mail AND one for notifications. Both have never had anything in them. Ever.
  
  This was clearly done on purpose and I will state that this is not acceptable to claim they informed me. I had to find the information in the dark cellar where it was right there beside the plans for the hyperspace bypass (for those who get the reference)
  
  I have the lowest service available as I only process a couple cards a month, so my base rate is $5 per month. This sudden $250 accounts for over 4 years of my base rate! I have asked to be refunded the $250 and been refused. I have had to ask 4 times to be sent the form to cancel my account.
  
  Also, with all their added fees that were also added in the same manner, outside this $250 hit, my processing costs are now over 5%.
  
  ***** ********* ******** ***** ** *** *****

  Business Response

  Date: 18/04/2023

  Through our engagement with the client, we confirmed that they were notified of the fee, and that they had received the advance notification on their August statement, accessible via the Merchant Portal. Our representative has been engaged with the client, via email, and a cancellation form was provided. 

  Customer Answer

  Date: 22/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is not taking any responsibility for burying the "notification of the fee" one time on paragraph 28 of the August statement when there are 2 spaces for notification and messages in the portal itself. This is not notifying me if I have to seek it out. I want a refund of the fee before closing the account
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 24/04/2023

  Advance notification was provided in alignment with the terms of our agreement, and in a manner consistent with other client account notices that are provided on a regular basis.  

  Customer Answer

  Date: 25/04/2023

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

  You have 2 spaces for notifications in your portal, yet you buried this information in paragraph 28 in the small print in a single statement that the consumer has to seek out. THAT IS NOT INFORMING THE CONSUMER APPROPRIATELY!  Especially when you have notification areas in the portal. Until you acknowledge thisI will not accept your responses

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

  Business Response

  Date: 26/04/2023

  The portal does not currently allow for the customization of notification messages on an individual customer basis, which is why our statement is used as the means by which we provide notifications. Thank you. 

• Initial Complaint

  Date:21/03/2023

  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.

  In November we started using a new payment processor. My mistake for assuming that since we were no longer using ****** ********, i.e. no transactions were running through their system, that there would be no % fee taken out of the payments. I didn't cancel the account immediately, that's on me. At most, I assumed we'd be paying a small base fee, like $10-$50.
  
  In reality, here is a summary of my charges with 0 activity on my account.
  Month 1 - $214.64
  Month 2- $125.60
  Month 3 - $375
  Month 4 - $317
  Month 5 - pending, as I cancelled halfway through the month.
  
  When asked what the charges were for, I was told they were "fixed miscellaneous fees on your account regardless if you process any transactions." and that they would not be issuing a refund as I did not cancel my account in time.

  Business Response

  Date: 03/04/2023

  As the customer has confirmed, they did not call in to close their account until March 2023. The fees charged on their account from November 2022 to Feb 2023 were their standard monthly fees. Additionally, a one-time 2022 Infrastructure Fee was charged in January 2023; notification of this fee was provided on the August 2022 statement.
  
  The fees charged are valid. We have waived all fees associated with the cancellation request and will proceed to close the account as soon as possible.

  Thank you. 

  Customer Answer

  Date: 07/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am still seeking a breakdown of the monthly fees for transparency purposes. I think all customers should be aware of these monthly fees even when no service is being provided so they can choose a provider accordingly. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 25/04/2023

  A full breakdown of fees is available through the Merchant Portal, where detailed reporting and all monthly statements can be accessed. Additionally, we have prepared the attached file, which details all fees from November 2022, through February 2023. Thank you.  

  Customer Answer

  Date: 26/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have received a breakdown of the fees I was charged when I wasn't using the service and I want ensure all customers, particularly small businesses are aware. These are the fees being charged: 

  Monthly Fees: 

  System Maintenance Fee: $5 

  Admin Fee: $5

  Data Security Fee: $30

  Monthly Membership Fee: $10

  PCI Admin Fee: $20

  Portal Service Fee: $20

  Push Funds Fee: $5 

  Risk Assessment Fee: $15

  Total Monthly: $110 

  Quarterly Fees

  Data Security Fee: $30 (again? Even though it's already charged monthly) 

  Total Quarterly: $30 

  
  Annual Fees: 

  Edge Annual Fee: $72

  System Maintenance Fee: $90 (again, even though paid monthly)

  Total Annual Fees: $162 

  One Time Fee: $250 

  Just so any small business is aware, total annual fees (that I'm aware of) are $1602, and that's if the service isn't being used. 

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