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:14/03/2023

  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.

  I am so disgusted with this company the following is what is happening.
  I called about the unfair $250 charge on February 2nd and asked to close my account on February 3rd, I sent the terminal and all attachments with a copy of the cancellation form via ********* on February 6th it was received by ****** *******s on February 10th. I followed the instructions and emailed the account manager a copy of the account closure letter on February 9th. I called to confirm the closure ,per the notice, on March 3rd and was told the account was still open. He looked at my account and saw the equipment and letter were received so I asked him to ensure it was closed. Then in checking my bank account I saw the charges for February of $92.53 but only one charge was processed on February 1 for $34.13. Which means they not only took back the original charge but also another $58.40. So I called again and had to go through the whole process of him filing a request to close my account and I requested return of the overcharges for February for services not provided and equipment that had been returned so he filed a request for that as well. To date I have heard from no one and I cannot afford to stay on hold for hours to get in touch with someone. My emails go unanswered.

  Business Response

  Date: 20/03/2023

  Please provide the business ("DBA") name and/or Merchant ID ("MID") so that we can investigate this issue and provide a response as soon as possible. Thank you. 

  Customer Answer

  Date: 20/03/2023

  
  
  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:27/02/2023

  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 noticed that I was being double charged for a PCI ADMIN fee and a RISK ASMT fee. When I enquired about it they said that was the standard base fee applied on top of the rate that is calculated by billing volume and current rate. Why would they charge for years and years only the fee based on current rate and then all of a sudden decide that they will charge a base rate on top. **** ***** ***** ***** *** ********** I feel that the BBB needs to further investigate this concern as I believe many clients are being wrongfully double charged and id like to seek compensation for these double charges.

  Business Response

  Date: 06/03/2023

  We have been engaged with the client on this matter and can confirm that they are not being double charged. Global Payments has certain charges - the PCI ADMIN and RISK ASMT among them - that have multiple components: a %, a per item, and/or a monthly. A client may be charged some or all of these components, based on various factors, and while the statement presents them in two separate sections (based on the nature of the fee, i.e. % + per item in the "Discount" section and monthly in the "Other Fees" section), they are one fee. Clients are notified, a minimum of 90 days in advance, in writing via their monthly statement, of changes to their fees, including the amount and/or components.  

  Customer Answer

  Date: 07/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You have not explained to me why you went from charging a rate based on percentage for years and years then decided to start charging a base rate fee as well. What prompted you to choose to add additional fees? ******* ** **** **** **** **** ******
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 20/03/2023

  Fee changes were implemented in August 2022. The components of the fee consist of a percentage, per item, and monthly fee. While all components of the same fee, these appear in different sections of the statement. 

• Initial Complaint

  Date:14/02/2023

  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 received a $250.00 one time charge from Global Payments which was taken from my account. They are claiming it as an infrastructure charge.
  I checked my original statement which only showed $40.00. They have sent a revised statement via email and it is now on there. I don't believe that they have the right to charge the fee. We were not properly notified, actually not notified at all. When I questioned this they stated that it is stated on your statement and is the reason you should read your statements carefully. I feel like uploading you the last two years statements, however I will only upload a select few and not tell you where the notification is so that you get the understanding of how they did their basic legal part, that yes I did find it, however they intentionally snuck this in. They did however put a message on their phone system saying that if you are calling about the charge please press 1, so they knew that this would be an issue.

  Business Response

  Date: 27/02/2023

  The notification of this fee change was provided to the client, in writing, on their August 2022 statement, ********. In this notification, the fee amount of 250.00 is indicated, along with the effective date. This notice was provided 90 days in advance of the introduction of the fee, during which time the client was able to contact us to discuss this fee, and/or choose to exit penalty-free. 

  Our account representative has been in contact with the client . They are choosing to close their account and our representative has agreed to waive our standard cancellation fee. The Merchant Cancellation Form ("MCF") has been provided via email. 

  Thank you.

• Initial Complaint

  Date:05/12/2022

  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 have closed my account in September and I have still been charged - I have called and been on hold for HOURS MULTIPLE TIMES
  
  I have asked for for invoices REPEATEDLY- and it’s is HORRIBLE COMPANY
  
  I need refunds immediately and will engage on social media aggressively about this horrid company

  Business Response

  Date: 05/12/2022

  We have engaged our account management team, and they confirmed that the initial account closure request was received back in September. At that time, we attempted to follow up with the customer but they didn't have voicemail, and we were unable to leave a message. We have called the customer (and sent an email) earlier today, in order to complete their request for cancellation and discuss a rebate. I will provide an update once our team is able to successfully connect with the client. Thank you. 

• Initial Complaint

  Date:23/11/2022

  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.

  Closed my Clinic September 29, 2022. Sold House and Clinic purchased new home in Qualicum Beach BC. October 12 contacted Global payments regarding cancellation and returning equipment. My wife and clinic administrator spent days/weeks tring to contact Global payments for the cancellation form. October 14 called Global Payments and spoke with Charleen confirmation #******* regarding cancellation documents. Charleen stated that the sales department would email us and send a cancellation form. We waited to no avail. We did not receive a phone call or email. My wife downloaded the cancellation form carefully packed up all the equipment took a picture of the box and equipment completed the cancellation document along with a letter stating closure of business, cancellation and confirming that we did not have a contract . Went to ****** **** and send the equipment with tracking. ****** **** Tracking # ****************. ****** **** Tracking shows delivery receipt status, received October 24, 2022. November 1, 2022 spoke with Pauleen regarding the unauthorized charge of $115.40 our of ******** ****** ****** Business Account. I reafirmed with Pauleen that our Clinic (Business) was closed Spetember 29, 2022. The last merchant tansaction was September 27, 2022. There was Merchant transaction fees charge in October for Septembers transactions. However there was no business transactions from September 29, 2022 onward. I requested to speak with a supervisor. Nove 1, 2022 I spoke with Arnell Referrence #08375503. I explained my concern regarding the unauthorized charge of $115.40 our of our business account. Arnell stated that I had hade completed the process properly. He went online and saw that the equipment had been received deliverd to Global Payments Logistic Centre October 24 at 2:32 pm at Etobicoke Ontario. Arnell further stated that Global Payment was in partnership with ********* and that the ********* Sales person could only refund. We had ***** ****** Bank revered the unauthorized debit. Nove 14 Global took another unauthorized amount of $115.40.

  Business Response

  Date: 01/12/2022

  A representative from our account management team has been in contact with the client, and had provided them with the correct cancellation form, which is required to facilitate the account closure. Any penalty fees have been waived. Unfortunately, the devices were returned through ****** ****, and were accompanied by a very old cancellation form. This is not the proper procedure, which is why the account remained open, with fees charged. Upon receipt of the completed and correct form, we will verify that all equipment has been return and proceed to close the account. Thank you.

  Customer Answer

  Date: 01/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As of today Dec 1st. we still have not received any Cancellation Form from Global even though they have stated they would email such form on numerous occasions. Upon reviewing complaints on line we have discovered this is the most common complaint from several business people.  On Oct 17th we had to download the Global Cancellation Document form directly from their website, with the return requirements  to Global Payment Logistics Centre. with our merchant ID, their cancellation form and equipment. Global Payments Logistics Centre received Globals  Merchant Service/Equipment Cancellation document with our letter and equipment October 24, 2022 and confirmed by ****** **** Tracking received October 24 @ 2:32 pm..  We have experienced rude unprofessional subsequent calls, when Global Payments continued to take out funds from our Business Account.  The Global Customer Service Supervisor, Arnell stated, " we did everything right".  He confirmed receipt of  Global Merchant Service/Equipment Cancellation document, equipment and our letter of Cancellation.  We have further opened a complaint with Financial Consumer Agency of Canada (FCAC) which stated: It is irrelevant which form is used in cancelling the account as long as the merchant ID and equipment is returned.    

  
  What we find unexceptable is the unprofessional conduct of Global employee ***** ****** stating" We are entitled to take out funds from your business account". As well as several unprofessional phone calls from various global employees.  
  
  Sincerely,
  
  
  *** *******

  Business Response

  Date: 02/12/2022

  We have confirmed that ***** ****** provided the cancellation form, via email, on November 30, 2022. This form was sent to ***@**************.ca and the subject line was "Subject: Merchant Cancellation Form – ******** ******* *** ******** ** – ********** – INC#********". Please double-check your emails, including your "junk" folder and confirm that you have a copy of the correct form. Thank you. 

• Initial Complaint

  Date:16/11/2022

  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.

  Merchant Number: ***********
  
  I was a customer of global payment. I have cancelled the account and returned the products in July 2022, but global continued to charge me fees till Oct 2022. Also It cost me 4 NSF's and 2 NSF return charges. Not to mention Global's ignorance caused me other issues with my financial transactions and my institution. I am attaching the summery of charges from global and my bank.
  Aug 3 - 2 Nsf return fee - 2*48 $96
  Aug 5 - Merchant fees - 52.47+40.62 $ 93.09
  Aug 8 - 2 Nsf paid fee - 5+5 $10
  Sep 1 - Merchant fees - $ 40.62
  Oct 4 - Nsf return fee $ 48.00
  Oct 7 - Nsf return fee $ 48.00
  Oct 18 - Merchant fees $ 40.62
  Total Cost $ 376.33
  I contacted global, and after a long acheful process, they issued a refund of $ 283.24. I like to receive $93.09.

  Business Response

  Date: 18/11/2022

  Global Payments has already issued a rebate of $283.24, which more than covers the charges we applied. Additionally, cancellation fees were waived for both accounts. The NSF charges were assessed by the client's financial institution, not Global Payments. Thank you.  
  
  

  Customer Answer

  Date: 18/11/2022

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

  the nsf charges associated with complaint purely caused by global payments charging my chequing account well after I closed the global account. And global is responsible for all the charges.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 25/11/2022

  As indicated, Global Payments has already issued a rebate of $283.24, which more than covers the charges applied. In addition to the rebate, we also waived the $500 cancellation fees for both accounts.

  Customer Answer

  Date: 30/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: $500 applied to all the businesses closed during the pandemic. Not just ours. And the expenses I incurred because of global payment’s clerical errors. And I would like global payments to pay what they caused me.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:26/10/2022

  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 have been a customer with Global Payments for approximately 6 years. Recently I was looking to upgrade by whole system to add an onsite terminal to my business vs. a cash register and mobile unit. On October 12th my mobile terminal from Global payments wasn't working therefore I contacted them. Since I was contemplating getting a different system I felt that this was the time I move on and close my account ans service with them. I contacted them on that day to request closure and return my equipment. At that time I was made aware that I couldn't close my account and that I had to pay $600 as I had a lease. I was not made aware that my lease continued to be renewed without my permissing every 6 months. I have been a faithful and loyal customer for 6 years, paid my service without any delay and now I am penalized after all these years. I have definitely paid this terminal with all the fees they have collected from me over all these years. I am returning the equipment which can be reused or sold therefore they have no lost any money nor am I causing them to lose any as I am returning their equipment. I don't feel after being a customer for 6 years and I have to pay $600 to close an account. **** ** ******* ** *** ***** **** ******** what they sent me to return the equipment and close and you will see the $600 fee on top of form. Absolutely unacceptable. I am requesting your assistance in this matter.

  Business Response

  Date: 28/10/2022

  The client's contract - an excerpt of which is attached - clearly indicates an initial term of two (2) years, followed by renewal terms of six (6) months. Based on these terms, the client may continue processing with Global Payments until December 2022, at which point they may exit without penalties as they have completed their current 6-month term. Alternatively, I have spoken with a manager within our account management team, and they have agreed to reduce the cancellation fee to $350 as a courtesy. The client should contact their Global Payments account representative directly to discuss and select one of these options, as preferred. Thank you.