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:08/13/2024

  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.

  CARDCONNECT WITHDREW FEES FROM THE ********** OF ************************ AFTER I CANCELLED THEIR SERVICE BACK IN APRIL 2024. I WOULD LIKE A REFUND OF THE UNAUTHORIZED FEES THEY CHARGED ME. CARDCONNECT CUSTOMER SERVICE IS WWW.BUSINESSTRACK.COM THEIR NUMBER IS **************

  

  Business Response

  Date: 08/14/2024

  To whom it may concern:

  This is not our client. We are CardConnect Paradise not CardConnect and

  "CARDCONNECT CUSTOMER SERVICE IS WWW.BUSINESSTRACK.COM THEIR NUMBER IS **************"

  this is not our website nor our phone number. Again, we do not have a relationship with this party. And please remove this complaint from our record.

• Initial Complaint

  Date:06/10/2024

  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 was contacted by the representative ******************************* who promised to beat my existing processing fees. I provided statements and information which he took, yet the processing fees were more expensive than Stripe processing I currently had. Apparently, I was signed up for Paradise CardConnect credit card processing without my authorization and only learned about it 6 months later through a random collection letter. I have not signed in to the platform nor provided a bank account and the ********************** sent me zero statements, just the collection letter. I have been trying to rectify the situation since April and ********************* keeps ignoring me, despite the fact that he promised to resolve it. I have contacted the main company Card Connect, as Paradise is just a reseller pretending to be Card Connect. There has been several escalations on the Card Connect side, but because Paradise card Connect is so irresponsive nothing is moving. I have called/followed up at least 20 times at the point and **************** cant find time to return my call, despite promised resolution. Dont do business with this company as they charge your account and do nothing to help after they on board you.

  

  Business Response

  Date: 06/14/2024

  ******** was billed $13.50 for November and we refunded that back to merchant on 12/19 based off merchant stating she would not use the account unless we refunded the $13.50 back to her.    On December 26th she told ****** everything is fine and that they had not used the account yet and was not sure when she would.   We billed December fees on January 2nd which cleared, then the January fees billed on 2/2 of $28.50 came back ACH reject account frozen.   ******** received a collections letter for $28.50 and refused to pay it based on principal.    Advised her that she did sign up with us and reminded her of what she told ****** on December 26th and we had already refunded her $13.50 November fees as a courtesy.   That was not good enough for her.  Not sure where she is getting that we owe her $145.  I don't see that in the copilot funding tab.
  
  *********************
  GM

  
  

• Initial Complaint

  Date:02/08/2023

  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 are a 501C3 nonprofit that helps orphans and people in need. We were an Ignite First Data customer for almost 15 years and never had a charge back until Oct. 2022. We have a small website where people can learn about us and partner with us financially. We chose a gateway donation link so we had no access to financial information and so it would be encrypted and safe for those donating. Each year we had a PCI compliance exercise and were charged over $100 for it, and each year I would call and complain about the charge and ask what we could possibly do to be compliant as we never saw or processed any financial information, as it was all on the First Data gateway. I was told if there was ever a problem, we had to have a plan in place. As we have no control over the gateway, the only plan we were given was to call First Data and inform them if we saw a problem. This past October some criminal decided to "force test" several thousand stolen credit card numbers via the First Data gateway on our website. We immediately saw several declined transactions, which is not normal. When we tried to log in to our First Data account, we could not. We called in and the following day it was unlocked. We found the illegal transactions and called back, as per our emergency plan, only to be passed from department to department all claiming that they had no way to shut the gateway off. Meanwhile the fraudulent activity continued as we continued to call in and ask for the gateway to be shut off. We were finally told our salesman had to do it. The salesman (****) who sold us the product 14 years earlier said he didn't know the product well enough to shut it off. I asked for the manager (****), who also said he didn't know how to shut it off. First Data charged us around $10,000 for declined transaction fees even though we repeatedly asked them to shut it off. Profiting from known fraud and choosing not to shut down the gateway after being asked to is not only negligent, but complicit.

  

  Business Response

  Date: 02/18/2023

  I'm sorry for the slow response to this complaint but it is complicated and I wanted to get all the facts before responding. On 11/2/22 we got a call from this client advising us that they had a very large bill of around $10,000. We investigated it and found that their online payment form was having a carding incident. Carding is when fraudsters run stolen credit card numbers on a website to see if they are good or not. This can run into the 10 of thousands of transactions. Once we found this out we closed that account and opened an new account to stop the carding activity. We also, opened a ticket to refund all fraud transactions. ********************* was speaking with the merchant almost daily. When he stopped hearing from them in mid-November he figured they had got a refund for all the fraud transactions and that all was OK now. 

  It was not until we got this complaint that we found out otherwise. The fraud transactions were not refunded as the $10k transaction bounced and the account was sent into collection. So, have asked the collections department to waive the collection balance and restore this merchant to good standing. This should be done soon. We are very sorry for this unfortunate event and let us know if you need anything else.

  Customer Answer

  Date: 02/20/2023

  We contacted First Data as well as our salesman long before 11/2/22 and we have a detailed call log that proves the dates and times and who we talked to. ****, *****, and **** all stopped returning our calls and voice mails, not the other way around and the phone logs prove that. Not only does the collections department need to cancel any "uncollected fees", but in order to resolve this we also need reimbursed for the fraudulent fees they did take as well as the money **** told us to reimburse the people who ended up getting the charges canceled. It appears to be approximately $1,500 to $2,000 that needs to be reimbursed to make things legitimately right.

  

  Business Response

  Date: 02/22/2023

  I just spoke with the merchant and we are refunding all the fraud transaction fees and that should resolve this issue.

  Customer Answer

  Date: 02/23/2023

  In order to resolve this issue,

  1) Yes, as first offered, all further collections attempts for fraudulent transaction fees need to be stopped,

  2) Followed by a full refund of the fraudulent transaction fees that were taken,

  3) As well as a full refund of the money (we were wrongly told) to refund to the fraudulent charged cards, which was already refunded by the card companies.

  Before this issue, we had 12 people who chose to make a recurring monthly donation to our small non-profit. Now, only 2 chose to renew that as they were scared off by the fraudulent activity that happened on the First Data gateway. We are also now being automatically flagged as a fraud risk by some providers, which is also scaring people away from our website. While the money can and should be refunded, the loss of trust by the public we suffered, cannot be refunded. This could have been prevented if First Data Card Connect would have responded to our initial urgent pleas to help us, by shutting down the gateway when we asked them to.

• Initial Complaint

  Date:01/03/2023

  Type:Sales and Advertising 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.

  IN Jan 2022 this company changed my status with the *** for NO REASON and cause 24% taxes to the *** to be deducted from every C/card transaction I processed Jan to May 2022. They had to close my account and re-issue equipment and fix the deduction status . My ONLY recourse to recoup my losses is to wait to file me taxes in 2023 and hope for a correction so I can get my funds. This company was NOT helpful in any way. I decided to close this account and advised my coordinator ***************************** at CardConnect in early December. TODAY I was assessed $283.48 from this company for some kind of security charge. ****** advised this was payment in advance of services THAT I WILL NOT BE GETTING SINCE I CLOSED MY ACCOUNT. I want my funds returned and advise new merchants NOT to use this company

  

  Business Response

  Date: 04/07/2023

  This merchant gave us incorrect EIN info that caused there credit card funds to have taxes taken out.  Therefore, any funds would have to come from the *** not a refund from ** as we do not have any funds as they've been sent to the *** per current tax law. We are sorry that this happened but it is corrected now and any, "refund" will have to come from the ***.

  Customer Answer

  Date: 04/07/2023

  I did NOT re-submit any information to this processing company for the year in question. .  They erroneously CHANGED my status.  The information was correct the previous year with NO problems.  This error on their art cost me thousands of dollars needed to maintain my business.  Every time I called this company they had a different reason/response as to why this problem occurred. 

  

  Business Response

  Date: 04/20/2023

  Apologize for the delay in getting back to you.  After the merchant received the tax withholding letter, we informed her that we had to set up a new merchant account to avoid the withholding.  We informed her that if we continued to use the current account all deposits would have the holding.  She agreed to the updating of the account and this  time made sure that we had the correct legal filing name and tax number.