Complaints

This profile includes complaints for Paysafe:Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Paysafe:Group

  30721 Russell Ranch Rd Ste 200 Westlake Village, CA 91362-7383

  
• 

  Paysafe Payment Processing Solutions

  128 Vision Park Blvd Ste 300 Shenandoah, TX 77384-3021

• 

  Paysafe:Group

  2600 Michelson Dr #1600 Irvine, CA 92612

• 

  Paysafe:Group

  40 Burton HillsSuite 415 Nashville, TN 37215

• 

  Paysafe:Group

  PO Box 129 Santa Barbara, CA 93102

  

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:03/14/2025

  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.

  For the last 7 years I have been using Payment Solutions/Silver Edge as my payment processor. Last year I began having problems with our machine. Evidently there has been a name change to PaySafe (although statements do not reflect this). Although I have been doing yearly compliance, they would not talk to me because a different owner (retired in on account). To correct this, they closed my previous account and opened a new account. I am now being charged for every transaction vs a monthly lump sum and various fees are being deducted from my checking account to which I can not receive information about. I am in the process of setting up a new payment processor and I can only imagine what I will have to deal with to get this "new" account closed.

  

  Business Response

  Date: 03/19/2025

  Thank you for your submission.  We were able to locate your account by the contact information provided with this complaint.  Our records indicate you spoke with our customer support member on or around March 3, 2025, and it was explained your account is setup on daily discounting. Daily discounting means a small percentage of your batch fees are debit before each deposit verses monthly discounting (lumpsum) debit at the end of the month.  We can submit a request to change the discounting method to monthly.

  If you have concerns regarding any additional debits that’s not related to your transaction deposits that you believe is from us, we will need more specific details.  We need the dates of the debits, amounts, and the descriptors from your bank statement. Please provide a copy of your bank statement highlighting the debits in question for review.  You can attach your bank statement here via the BBB portal or you can email it to us directly at: [email protected] (if sent to us directly please reference your business name and Case#04*****4). 

• Initial Complaint

  Date:03/05/2025

  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.

  PaySafe Canada is a software company that insures compliance with Canadian payment standards. They force a business to attest to repeated challenges every few month and Maple Ridge Martial Arts has ***e so for years. ABout a year ago we encountered a software issue on their website that send us in a loop, first asking us to complete a task and them ask us again again even when we completed the task.
  
  I emailed them repeatedly, telling them that there is a software issue but they never replied. Then they started charging me $75 per month and even thought I sold the business as of October 1st 2024 they continue charging me.
  
  Their software was faulty and they never replied to my pointing this out. Now they can say why did you not called but here is the point
  They never bothered to call me when they noticed that I was not compliant but instead just start charging me.
  They never checked if the business was a going concern and they still charged me
  
  IF A COMPANY INSISTS ON PHONE CALLS AND DOES NOT REPLY TO THEIR EMAILS IN ORDER TO AVOID A WRITTEN DOCUMENTS CAUSING LEGAL ISSUES THT THEY ALSO HAVE TO BE WILLING TO CALL CUSTOMERS TO SOLVE ISSUES.
  
  It is not reasonable to unload all the responsibility on the customer and blaming them for software faults when they are not willing to take the same step to solve the issue.
  
  With this assumption of responsibility of a customer they might as well ask me to fly to Toronto and fix their software. Somewhere it has to stop and if they ***’t respond to emails then they have to be willing to call. I am asking them to refund me the $375 they charged on my account but this is all they say:
  
  I wanted to confirm that the following account has been successfully closed:
  1*******14 - Maple Ridge Martial Arts Ltd
  Unfortunately, the Purchase Agreement alone is not sufficient to process a refund for the fees. In this case, Paysafe would have needed prior notification to make the necessary adjustments.

  

  Business Response

  Date: 03/11/2025

  Thank
  you for the opportunity to address your concerns. On February 20th, 2025, Mr.
  W********* contacted
  Paysafe to report that he was being charged fees for an account he no longer
  owned. Paysafe
  immediately began investigating his request. However, he only followed up again
  on March
  4th, 2025, at which point the call was escalated to a supervisor. We have no
  record of him attempting
  to contact us prior to that date.
  
  During
  this conversation, Mr. W********* disclosed that he had sold his business in
  October 2024 without
  informing Paysafe. As a result, neither he nor the new owner updated the
  account information with
  Paysafe, leading to continued charges under Mr. W*********'s name.
  
  To
  prevent further charges, the Paysafe account was suspended when he recently
  informed us of this. Mr.
  W********* then provided a Purchase Agreement confirming the sale of the
  business. However, since Paysafe
  was never informed of this transition, we were unable to take any action
  earlier. Accordingly, the Company
  acted in good faith based on the information available.
  
  Thank
  you.

  Customer Answer

  Date: 03/12/2025

  
  
  
  
  Complaint: 23023137
  
  
  
  I am rejecting this response because: They literally put all responsibility on their customers without accepting ANY liability for their service at all.

  The fact is that they had software problems for months before this not allowing me to complete the tasks they required and I responded to their emails over and over telling them that it goes in a loop where it ask me to complete a task and then told me that I still need to complete the same task.The never responded to their emails. Is that my problem? For sure not.

  Now they say I should have called but then I can counter just as well why didn't you call me when the task did not complete and BEFORE you start charging me the penalty in the first place. So, which one is it? Am I 100% responsible even for their software issues, their lack of checking their emails and their lack of checking with their clients before penalising it? I should have never been charged these fees because it was their faulty software causing the issue and they need to reimburse me all this money.

  Thank you,
  
  
  
  Regards,
  
  
  
  *** W*********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/17/2025

  We
  understand that you are not satisfied with our response dated March 11,2025.Although
  Mr. W********* did not notify
  Paysafe that he had sold his business and ceased to be the owner for several
  months, resulting in continued charges
  amounting to $375.00 in disputed fees, Paysafe acknowledges partial liability
  in this matter based on Mr.
  W*********'s counter reply.
  
  Paysafe
  is prepared to offer Mr. W********* a refund of $200.00, accepting shared
  responsibility.
  
  Thank
  you,
  Paysafe 
  

  Customer Answer

  Date: 03/18/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23023137, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  *** W*********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/03/2025

  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 was using them to run my credit card processing. I tried to become pci compliant online and by phone and was denied access to do so then they started charging me $69/month for not being compliant when I tried to cancel their services in Dec I kept getting billed and charged for service in Jan even though I didn’t have it. I also got charged $250 for cancellation fees even though the reason I cancelled was due to their lack of service I have tried since Dec to get reimbursed for costing me $500 total since Jan

  

  Business Response

  Date: 03/07/2025

  Thank you for your submission.  We carefully reviewed your account, and it was
  found all fees charged including the pci non-validation and early termination
  fees are valid per your signed merchant processing agreement, terms, and
  conditions.
  Please keep in mind the monthly fees are charged in arears.  You were not charged month end fees for
  January 2025.  The only month you were
  charged the pci non-validation fee was with the November 2024 month end
  fees.  Our records show you became pci
  compliant December 20,2024. 
  Also, there are no records of closure request prior to
  December 2024.  Your signed closure request
  form was received (it also included the early termination fee), and your account was closed January 30,2025.
  Although the pci non-validation fee is valid as a courtesy upon
  your acceptance we will issue a refund in the amount of $69.95.
  

  Customer Answer

  Date: 03/10/2025

  
  
  
  
  Complaint: 23010031
  
  
  
  I am rejecting this response because:I tried for 6 months to become pci compliant through them the phone number on my statement I called did not even put me through to paysafe employee but to a company trying to sale me a heart monitor when I tried clicking on the link to become pci compliant on m virtual portal it would say I did not have access to do so.   I need a credit card machine and company and would not have cancelled my service if paysafe had not been so fraudulent. 
  
  
  
  Regards,
  
  
  
  A**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/17/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23010031, and find that this resolution is the best I will probably get from such a fraudulent company and I will never do business with them or their affiliates again

  
  
  Regards,
  
  
  
  A**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/18/2025

  Please advise A**** ***** the courtesy refund check must be mailed. Please provide their best mailing address.  Once their provided address is received the refund will be submitted for processing.

  Thank you

• Initial Complaint

  Date:02/19/2025

  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.

  I am writing to formally address an ongoing issue with Paysafe Payment Processing Solutions, LLC regarding a series of unauthorized charges to my account, despite the lack of consent or proper service delivery.

  

  Business Response

  Date: 03/06/2025

  Thank you for your submission.  In review of your account, it was found that the transactions related to your complaint breached three parameters that were agreed upon per the signed merchant agreement.  The parameters that were breached were average ticket, high ticket, and monthly volume parameters.
  In review of your merchant processing agreement, terms, and conditions, fees charged for the initial sales and required refunds for the mentioned transactions are valid.  Your account was setup with a three-tier daily discounting method per your agreement.  With the daily discount method when you process a transaction, you are charged the lowest discount rate.  This allows you to pay a small percentage of your fees when the batches are settled.  However, at the end of the month if any of the transactions fall within the higher discount rate categories as determined by the card brand associations, that percentage is debited in addition to your month end fees at the end of the month.  In this case, the transactions in question that were processed were determined to fall within a higher fee category so additional charges for these transactions applied at month end.  Please note that fee qualification levels are influenced by several factors, including card types, the omission of required information during the sales transaction, methods of transaction entry, and batch settlement times.

  Customer Answer

  Date: 03/10/2025

  
  
  
  Complaint: 22960134
  
  
  
  I am rejecting this response because:

  Thank you for your response. However, I must once again express my strong objection to these charges, as your explanation remains vague and lacks clear justification.
  I have noticed a consistently disappointing pattern in your communication—both in writing and during my initial phone call with your team. When I first reached out to explain my concerns, rather than addressing the facts I presented, your representatives simply repeated the same response without any meaningful engagement. Now, in writing, you continue to reference contractual terms and technicalities without providing any clear, verifiable references or directly addressing my concerns.
  It is extremely frustrating that, as a service provider, you place yourself in a position to penalize your clients for what you claim to be a "contract breach" while failing to provide transparent and concrete evidence. If my request had truly constituted a contract breach, you would not have required so many documents and additional information to review my transactions—you would have declined them outright from the beginning. This inconsistency only raises further concerns about the legitimacy of your claims.
  To resolve this efficiently, I demand a straightforward and detailed explanation, including:
  A clear reference to the specific sections of the agreement that you claim were breached
  A breakdown of the exact transactions in question and how they were categorized into higher fee tiers
  Most importantly, the precise calculations used to determine these additional charges, which implies an exorbitant 7.8% transaction fee!
  Additionally, I recently received a 1099-K form issued by FIRST DATA REPORTING SERVICES LLC on your behalf. The amount on this form is $42,430, which includes the $41,465.19 that you declined and never deposited into my account. It is concerning that not only have you charged me for a transfer that was never made, but you have also issued a formal document to the IRS that clearly constitutes false reporting.
  For your information, I have already disputed this matter with the IRS, and they will be informing you directly regarding this issue.
  
  
  
  Regards,
  
  
  
  R*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/14/2025

  We are sorry to see your rejection to our response.  With careful review our original decision
  remains the same, all fees charged are valid. 
  Your merchant account was approved for a $10,000.00 Monthly Volume with
  an average ticket of $100.00 and a high ticket of $3,000.00. Each of the four
  transactions in question breached these parameters that were set in your signed
  merchant processing agreement. The fees associated with both the original sales
  and required refunds are determined by the card brand associations (Visa,
  Mastercard, etc.) and based on several factors as previously disclosed. 
  The 1099k that was produced for this merchant account is
  valid. The IRS requires that processors report the gross sales amount processed
  on merchant accounts. This account processed $42,430 in sales. This will have
  to be disputed with the IRS directly as the sales were required to be reported.
  
  Thank you

  Customer Answer

  Date: 03/22/2025

  
  
  
  
  Complaint: 22960134
  
  
  
  I am rejecting this response because:

  I appreciate the opportunity to continue addressing this dispute. However, Paysafe’s response remains unsubstantiated and fails to address the core issue:
  I have never had a direct contract with Paysafe. My only agreement was with Nation Bankcard, who referred me to Paysafe after an unauthorized withdrawal from my account. Paysafe has yet to provide any legal or contractual basis that gives them the right to charge me anything.
   ---- Key Issues That Remain Unresolved:
  1- No Contractual Relationship with Paysafe
  Paysafe continues to reference a "signed merchant processing agreement," yet they have failed to provide a copy of any such agreement between myself and Paysafe.
  Without a direct agreement, they have no legal grounds to impose fees.
  2- Unfair Handling of Funds
  Paysafe immediately deducted the money from my customer’s account before requesting any documents from me.
  They then held the funds for approximately six days before processing the refund, and an additional six days after issuing the refund before returning the money to the customer’s account.
  This practice is highly questionable, as they essentially withheld funds for nearly two weeks without valid justification. AGAIN I NEED TO EXPRESS THAT NO PAYMENT DEPOSITED INTO MY ACCOUNT BY PAYSAFE. 
  3- Service Denial vs. Fees Charged
  Paysafe claims my transactions “breached parameters,” but if that were the case, why were the transactions processed at all?
  If they truly deemed the transactions invalid, they should never have withdrawn the funds in the first place.
  4- Lack of Transparency in the Invoice
  The invoice issued by Paysafe fails to provide any breakdown or explanation of the fees charged.
  An invoice must clearly list the nature of the fees, how they were calculated, and reference the applicable contractual terms.
  I am attaching the invoice I received from Paysafe, which clearly shows only a total amount with no details or justification for the charges.
  Providing an invoice that only reflects a total amount—without itemized details—is unprofessional and unacceptable. I request a fully detailed invoice specifying exactly what each charge represents.
  5- Inconsistent 1099-K Reporting
  Paysafe reported $42,430 in sales to the IRS, yet they claim my transactions violated their limits. This is contradictory.
  If they refused service due to “breached parameters,” they should not have reported transactions as processed sales.
  6- Failure to Provide Evidence
  Paysafe has continuously repeated their claims without addressing the fundamental issues or providing any contractual or legal justification.
  
  Requested Actions:
  I kindly ask the BBB to press Paysafe for:
   - A copy of any signed contract between myself and Paysafe.
   - A fully itemized invoice detailing each fee and its contractual reference.
   - A clear explanation of why funds were withdrawn, held, and delayed in being returned if the transactions were deemed invalid.
   - A clear explanation of why transactions were reported to the IRS despite being considered invalid by Paysafe.
  I look forward to receiving a PAYSAFE's response accepting the error in their calculated fees and close the case by voiding the invoice.
  

  Best regards,
  R*** ******
  

• Initial Complaint

  Date:02/13/2025

  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.

  Pay Safe is a credit card processing company. We have a letter from them stating our account was closed Nov 1, 2024. They continued to charge and withdraw money from our account each month. Every month multiple calls and again promised account was closed but again next month a charge and withdrawal. Our bank manager couldn't stop them so at his direction we closed the account.
  Now they send collection notices on an account trying to charge a new fee. these people are thieves.

  

  Business Response

  Date: 02/19/2025

  Requesting an extension for BBB Complaint ID
  #22938498. 

   

  Thank you. 

  

  Business Response

  Date: 02/26/2025

  Thank you for
  the opportunity to address your concerns. Please be advised that all fees associated with
  Company.com have been removed from this account going forward. Additionally,
  we have refunded the fees and waived any outstanding balance. We
  apologize for
  any inconvenience this may have caused.
  
  Thank
  you. 
  

• Initial Complaint

  Date:02/04/2025

  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.

  Paysafe has been charging my account over $200 a month for 3 years even though my account was inactive. They charge me these hidden fees without sending me invoices or monthly statements. The only way I found out about these illegal transactions is when my bank account had insuficient funds. After there years, Paysafe finally close my account and try to send me to collection agency to collect $504. I didn't even know about Paysafe because I signed up with clover. These people are really bad for small businesses.

  

  Business Response

  Date: 02/07/2025

  Thank you for the opportunity to address your concerns.  In review of your account, per your signed
  merchant processing agreement, terms, and conditions all fees charged are
  valid.  To clarify we show a clover mini was
  your processing device on your account. Please understand we were your
  processing service provider. You must have a processing service provider to
  process credit card transactions and receive to the deposits in your bank
  account.  Although the fees are valid as
  a courtesy, we will waive the outstanding balance for November 2024 month end
  fees in the amount of $306.15 and December 2024 month end fees in the amount of
  $206.20 the grand total of $512.35

  Customer Answer

  Date: 02/15/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22895411, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  S********* ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/30/2025

  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 have been receiving occasional written correspondence from this "company" that refer to payment processing services for BookLady Plus---a business they say I own at my home address. I have NEVER been a business owner of BookLady Plus or any such business. Their communications provide more details about their services and fees. I'm reluctant to reply by email or call their 800 # for fear they will glean additional information. Please advise.
  Thankfully, no funds have been exchanged. Would like them to go away!

  

  Business Response

  Date: 02/06/2025

  Thank you for
  the opportunity to address your concerns. Upon reviewing the copy of the letter
  you provided,
  it appears to be addressed to the business name, which matches the address on
  file.
  Please contact
  your local post office to address your mailing concerns.
  
  Thank you.
  
  

  Customer Answer

  Date: 02/07/2025

  
  
  Complaint: 22878323
  
  
  
  I am rejecting this response because: I have NEVER owned a business by the name of Book Lady Plus. It would appear your records are incorrect in regard to stating that my address is in any way connected to this business! The error is on your end! This is a scam. Please correct your records and cease sending all correspondence!
  
  
  
  Regards,
  
  
  
  S**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 02/10/2025

  We understand you are not satisfied with our response dated
  February 6, 2025. As of today, you should no longer receive any further
  communications.
  Thank you.  

  Customer Answer

  Date: 02/10/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response madei by the business in reference to complaint ID 22878323, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  S**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/27/2025

  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 filing a formal complaint regarding unauthorized charges to my account. Since April, I have not used the machine, and I clearly communicated to the salesman that it would only be used during tax season. Despite this, I have paid over $900 since I stopped using it, and today, an additional $311.80 was charged, with another $30.00 charged last week. I did not agree to these charges, nor have I authorized any further payments.
  
  I request the immediate cancellation of my account and demand that no further drafts or charges be initiated. I expect a full explanation of these unauthorized charges and confirmation that my account is canceled.
  
  If this issue is not resolved promptly, I will take further action, including seeking legal advice or escalating the matter through additional channels.

  

  Business Response

  Date: 01/31/2025

  Thank you for your review.  Your merchant account was closed on December 5, 2024.  Please understand per your signed
  merchant processing agreement, terms, and conditions all fees charged are
  valid.  As a courtesy upon your acceptance,
  we will waive the outstanding balance in the amount of $341.80.  Also, we will refund September 2024 month end
  fees $168.95, October 2024 $168.95, September 2024 equipment loaner fee $30.00
  and October 2024 equipment loaner fee $30.00. Refund total of $397.90.  We must mail the refund check.  Please provide your best mailing address.
  
  Thank you
  
  

  Customer Answer

  Date: 02/03/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22854376, and find that this resolution is satisfactory to me. Our address is 127 S Randolph St, Garrett, IN 46738. If the rep would have stated at any point in our conversation that only having an active machine for 4 months a year would not have been acceptable, we would have never signed up for this. If we need to return the machine, I just need an address to send it to. 
  
  
  
  Regards,
  
  
  
  E**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/27/2025

  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 received a machine from the pay safe 11-5-2015 and account.The machine was a verifion vx520 ctls. It was a machine that used a phone line. In 2021 June we received multiple calls from paysafe that they needed to talk about our merchant account. I called them back and they told me that our credit card machine was going to be obsolete and we need to get new equipment from them. On the advice from the company we ordered a “clover mini” machine that uses high speed internet/ethernet. Two of the contact people were Janeen and Ethan. We spoke to Ethan and Janeen. They told us we need to sign a new contract for the new equipment, which I didn’t fill out or sign. We agreed to get the clover and in the mean time our existing machine stopped working.,We started using clover as soon as it came in. Apparently they never closed the old account that was associated with the old machine and started a new account. They were charging my bank account for both even though it was impossible to use the old credit card machine associated with the old account. We assumed the charges were just the cost of doing business. There was a credit each month for the funds coming in from patient payments via credit cards and there was a payment going out of my bank account. (This is what I thought was the credit card fees per month) Paysafe never sent a paper statement or electronic statement. An email was sent saying your statement is ready. And when you sign in and look at the account the old one showed no activity. So we never looked any deeper into the account. We had no way of using the old account because they deemed our old machine obsolete and they shut off. We only did exactly what they told us to do in order to continue to accept payments from patients and run our business I have paid them over $7000.00 for an account that they told us impossible to use. They tried offered 3 months of refund when they charged us this for over three years. We were robbed and would like to be paid back.

  

  Business Response

  Date: 01/30/2025

  We appreciate the opportunity to address your concerns. After investigating the reported issue, the  company has decided to issue a refund of $7,000.00, representing the month-end fees charged.  Upon acceptance of this response, the refund will be deposited in the listed bank account.
  
  Thank you. 

• Initial Complaint

  Date:01/27/2025

  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.

  This business and I have an agreement and unknowingly to me, my account has been charged for thousands of dollars and I have been reaching out to this business for an explanation and none has been provided.

  

  Business Response

  Date: 01/31/2025

   We tried contacting you but have been
  unable to reach you.  We would like to verify the account and get more
  specific details regarding the complaint to allow us the opportunity to review
  and address your concerns.  
  Please provide the best time to contact you or feel free to contact our office at
  ###-###-#### office hours are Monday-Friday 7AM-7PM CST.  Reference
  case#0*****0. We look forward to hearing from you.
  
  Thank you

  Customer Answer

  Date: 02/03/2025

  Complaint: 22853832

  
  
  
  I am rejecting this response because:

  I do not accept this answer from the business because it does not reflect what occurred.
  I have been attempting communication daily with the business since the first week of January and have spoken to some representatives who have promised me to receive a follow up call from the adequate representative and department that settle the issues I have with my account.
  I request the business engage in an email communication with me effective immediately. 
  
  
  
  Regards,
  
  
  
  R** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 02/07/2025

  We sent you a direct email per your request on February 6,2025 as it relates to this BBB complaint.  It states please kindly provide me with the specific details of your concerns regarding your merchant service account. We await your reply to provide further assistance.

  Thank you