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Business Profile

Credit Card Merchant Services

Signature Payments
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/06/2024

    Type:Order Issues
    Status:
    Answered
    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.
    This company and the risk management team has severely penalized me for making money and having a successfull business. We had one of our best months and they decided they would hold all the funds!! It has now been 3 months and they continue to play and release funds as they see necessary claiming they are waiting for charge backs when none have been filed!! It has been 3 months and they are again requesting another month to review before releasing my funds. This is unbelievable that they can do this to a small business who has done nothing wrong but be successful.

    Business Response

    Date: 11/18/2024

    Thank you for bringing this complaint to our attention. We have thoroughly reviewed the case and can confirm that the merchant account in question, J&J Arms MID# ****************, was placed on a reserve due to processing $200k above their approved $50k limit in July. This increase in volume, without prior notice, prompted our *************** to place the account on a divert (Reserve) to allow time for review and approval. 


    The reserves were gradually released over a period of two months, with the final release occurring on November 7, 2024. The complaint was filed on October 23, 2024, at which time there was still a reserve balance of $20,000. This held amount was the basis of the complaint, and we are pleased to confirm that all held funds have now been released to the merchant. 


    We understand the merchant's frustration regarding the temporary hold on their funds, but we assure you that this measure was taken to protect both the merchant and our company from potential risks associated with sudden, significant increases in processing volume. Our *************** followed proper protocol and communicated regularly with the merchant throughout the reserve period. 


    We believe this complaint has been resolved satisfactorily, as the merchant has received all funds due. If there are any further concerns or questions, please do not hesitate to reach out to us. 


    Sincerely, 
    Signature Payments

  • Initial Complaint

    Date:01/24/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    ****** was my salesperson when I signed up in 2019 for credit card processing services for my business. I explained to her one of my pain points was completing the annual PCI compliance, it is something I know nothing about. I have tried to complete the reports unsuccessfully in the past. Today I called and was hung up on by a rep named ******* who was extremely rude and impatient. While my tone with her may have been a little frustrated, I feel it is warranted. I called back and spoke with *******, who was much easier to speak with. ******* explained that I have been paying non-PCI compliance fees since 2021. She sent me to a supervisor named **** who was short and rude as h*** with me. I asked him why he was so confrontational and he explained that I'm not getting a refund. What kind of de-escalating response is that?? I could not finish a sentence without him interrupting shouting "You're not getting a refund". I couldn't even explain my reasoning, he would'nt listen at all. His continued aggressive attitude sent me over the edge, I cussed him out, I lost it and hung up on him. They really need better training! I will not let this issue drop until the promises your rep made to me are fulfilled.

    Business Response

    Date: 01/25/2024

    ******************,

    We apologize for the mounting frustration you experienced while attempting to find a resolution for your *** non-Compliance ********. We can confirm that your merchant account was *** Compliance from the date of opening through June of 2021. At that point your Annual *** Renewal notices were sent to the email on file, and per the system generated activity, you became compliant again in December of 2021, where you completed your *** Compliance with a member of the *** Apply Support Team, and were sent your *** Compliance Certificate and validating documents via email.

    From there you maintained your compliance through December 2022, and your renewal notices were sent to you via email on November 6, and 28th, and then again on December 5, 2022. From there you were non-compliant until current. The Activity history on your *** Apply account confirms that you attempted to reassess your *** Compliance on 11/7/2023 and at this time it is still outstanding.

    Please be aware that it is always our goal to assist our merchants to maintain their compliance. At this time, if you can contact *** Apply ***************) to assist with completing your SAQ, they can validate your compliance and we would be more than happy to issue you 3 months of refunds for your *** Non-compliance Fee. From there, we will continuously encourage that you monitor your email on your *** Anniversary window, so that you can login and confirm that your account is the same and re-attest that you are compliant. If you do this annually, you will not have to re-answer those questions over and over.

    Please feel free to contact Signature Payments directly and please ask for ***************************** or a member of our Compliance Team and we will ensure a prompt resolution.

    Thank you again!

  • Initial Complaint

    Date:08/30/2022

    Type:Delivery Issues
    Status:
    Resolved
    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.
    This company has been holding my funds for almost 3 weeks, initial release was declined cause I was transitioning banks, submitted all proper docs for them to deposit into my new acct and still they will not release a payment for over $5600, I've been calling multiple times a day and every time I get a different answer, called *** bank several times and they have nothing incoming from them.I've been calling every day for the past 2 weeks and the (supposed) manager "*****" has gone from telling me "I don't know why you don't have your money, I will investigate into this" to ignore me altogether, she won't even reply emails and will ignore me when I call. One of their own employees suggested I should get a lawyer so there you have an insiders opinion on how this "bank" treats their customers. AVOID like the plague! Another perk is they hold a "reserve" fund forever and when you call and ask how come they haven't refunded said money they just lie to your face and claim "they do not hold reserve funds", a complete lie since *** payments confirmed they do -they charge over 4.0% on CC purchases- , best thing you can do if you want to become bankrupt is to deal with these people, guaranteed. Bottom line, you get paid and they do not release your funds nor give a reason or explanation on why or when they are going to do it.

    Business Response

    Date: 09/28/2022

    Consumer Response /* (2000, 6, 2022/09/23) */ Money has been released, please close this case. Thank you

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