Credit Card Processing Services
Nuvei Technologies IncHeadquarters
Complaints
This profile includes complaints for Nuvei Technologies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 11 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/07/2025
Type: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 February 23rd, I submitted an application for a merchant account to ******************** Cloud for my business. They submitted my application to Nuvei and the following day, I received an email from Nuvei saying that my account had been approved. Nuvei was to be my processor. On February 26th, I ran my first transaction in the amount of $1,773.00 and the following day, l processed my second transaction in the amount of $2,010.00 for a total of $3,783.00. On the following day, February 28th, I received an email from Nuvei informing me that they would no longer be able to process my transactions and that my account had been cancelled for "high risk processing." To add insult to injury, they refuse to send me my funds for a period of 180 days. My customers could not be any happier, but ********************** refuses to budge because their Merchant Agreement says they have the right to hold funds for 6 moths from any closed account. Both transactions took place before my account was closed. They knew what my buisness was beacause I had to disclose that on the application when I applied. So if my buisness was high risk, why did they approve me to begin with? Oh, and they then jammed me with $205 worth of unexplained charges that they deducted from my bank account after canceling me. I feel this has been predatory business practices on their part, as well as my business having been discriminated against. I want my funds released to me! Please folks, be very careful when dealing with this company.
Business Response
Date: 03/12/2025
Dear ****,
I hope this message finds you well. I am writing in response to your Better Business Bureau complaint regarding your Nuvei Account for NATIONLAND HOME RELIEF, Merchant ID ************.
I attempted to reach you by phone and left a voicemail and also sent you an email. I will try to contact you again tomorrow, Thursday, March 13th.
Thank you for bringing your concerns to our attention. I sincerely apologize for any inconvenience this situation has caused you and your business. Your feedback is invaluable to us, and we are committed to addressing your concerns promptly. Upon a thorough review of your account, we found that the sponsor bank did not support the business model, which resulted in the account closure. The funds are currently held because the transactions are open to chargebacks for that period. We are dedicated to resolving this issue amicably and are working to expedite the release of the reserved funds sooner than initially planned. I will provide you with an estimated timeline for this release within the next two business days. Regarding the $205 charges you mentioned, these are standard monthly rates and fees associated with your processing agreement and the transactions that occurred while your account was active.
Thank you for your understanding and patience. We look forward to resolving this matter to your satisfaction.
Best regards,
******** Ngabire
Nuvei Customer Experience |Customer Answer
Date: 03/12/2025
Ok, ********. Please try me around noon tomorrow and if you should get my voicemail, kindly leave me a message with a good callback number and extension.
Thanks very much. ****
Business Response
Date: 03/25/2025
Hi ****,
I wanted to follow up on our discussions between March 14th, 2025, and today,March 25th, 2025. As discussed, the matter is now resolved.
Dont hesitate to contact me again if you have further questions or need further assistance. I wish you the best in the future.
Best Regards,********,
Nuvei Customer ExperienceInitial Complaint
Date:02/21/2025
Type: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.
According to the dispute files on Jan 24th, by my client **** ******* I did as requested and tired to work with the client to resolve the issue, but she was not satisfied so I refunded her money. Then on Jan 29th. the ******* was pulled from my account anyway. I have provided the refund statement and bank statements showing the debts. However, under the circumstance, I am disputing the charge back, as I have a signed contract by the client and a link proving the contact agreement was completed as she paid me So, I am including the signed contract, refund receipt, and a link to her website fully functioning. Hello,Your documents responding to the dispute have been submitted to the issuing bank for their consideration. The issuing bank still reserves the right to escalate till 24th March . The credit is enlisted in the documents as a proof. With any luck, the issuing bank will accept the charge and send a credit. Best regards,******** *********** Dispute Resolution Specialist | Spcialiste, rglement des litigesBusiness Response
Date: 02/26/2025
Hi *********,
Thank you for reaching out and sharing your concerns. I sincerely apologize for any difficulties you experienced with the chargeback process.
I contacted you on February 24, 2025, to assist with your case, but unfortunately, our call was cut short. I want to ensure that everything is resolved to your satisfaction.
Upon reviewing your account, I can confirm that your reversal request was accepted on February *******, and our chargeback department notified you of the decision on February 24, 2025.
If you have any further questions or need additional assistance, please don't hesitate to contact us at ***********************************************************.
Best Regards,
********
Nuvei Customer ExperienceCustomer Answer
Date: 02/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
********* ******
Initial Complaint
Date:01/10/2025
Type: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.
Hello, I recently discovered that a recurring charge on my bank statement that was not legitimate. The description was "bankcard deposit" when I called my bank,***** fargo to dispute they said the charge was that was my ability to accept credit cards. I thought it was coming from my current merchant services but it wasn't. Then upon investigation it was coming from an old merchant account that was cancelled in March 2016. The company was called Pivotal Payments and when I tried to call the phone lines don't work. See attachment if you call none of their contacts worked. I googled and found that pivotal payments was bought out by a company called Nuvei and I was never contacted about this. So, I contacted them to see about the charges and have been requesting a refund. I have not used this gateway or merchant account since 2016. It should have been cancelled when they were pivotal payments and I still have been getting charges all these years. I didn't know the charged were from the company "Nuvei "as there was no name in the charge, no invoices, no email from them (which I used to receive regularly when the account was active). The customer service at ********************** confirmed that they have not sent me any emails or invoices and also did not notify that they were taking over the company Pivotal Payments, so all this time I have had no way to contact them.I am requesting that I get a least a few years refund as the account was cancelled and they have no signed contract from me on record. They did just email me a copy of the terms but said they had no copy of a signed contract from me, so they really should have charged if they have no agreement on file. Let me know if you have further questions and I can provide any further ******************, *******
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