Complaints
Customer Complaints Summary
- 79 total complaints in the last 3 years.
- 19 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:07/07/2025
Type:Product IssuesStatus: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.
The payment processing company has withheld my funds for my small business for 6 weeks now and is not resolving the issue after providing all the requested documentation. This is beyond due process and unacceptable. A small business needs cash flow and I am not able to pay my vendors and make more purchases due to them withholding my funds.Business Response
Date: 07/08/2025
As noted in the agreement signed upon opening your account, risk is handled by the processing bank and **** is not the party who initiates risk reviews, nor who makes the determination upon investigation. Stax teams are working with all parties to address, but we understand the frustration that the party holding funds does not have a direct number and the timeframe to resolve has extended beyond expectations, and we have provided this feedback to the processing bank.
We understand how risk holds can negatively impact your business and are doing everything we can to escalate this with the bank to improve in the future.
Initial Complaint
Date:06/30/2025
Type:Service or Repair IssuesStatus: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 May **** pay put a hold on my merchant processor account without warning. The hold started on a friday and included all revenue earned through the weekend into monday totaling around $45k. **************** was horrible, there was no phone number to talk to anyone directly on the team handling this incident. It took 14 days to release my funds and it almost cost us to miss vendor payments, bank loan payments and payroll. I had to get a line of credit to float the cashflow discrepancy and on top of all of it, Stax still charged me their fees (even before releasing the funds). I request a refund of the monthly charges (which still doesnt cover the cost of money to float the cashflow).Business Response
Date: 07/01/2025
As noted in the agreement signed upon opening your account, risk is handled by the processing bank and **** is not the party who initiates risk reviews, nor who makes the determination upon investigation. Stax teams were reachable via phone and working with all parties to address, but we understand the frustration that the party holding funds does not have a direct number and has an extended SLAs, and we have provided this feedback to the processing bank.
We understand how risk holds can negatively impact your business, however they are a part of normal functions carried out by the agreement the merchant was operating under and therefore not applicable for a refund.
Customer Answer
Date: 07/03/2025
Complaint: 23539178
I am rejecting this response because: Your job as a credit card processor, what you get paid to do is run my transactions and pay me the funds for them. So i reject the idea that you dont hold any responsibility becuase of a third party. If you're selling a third party service, you should be more straight forward with that and you should hold some responsibility in them delivering on what im paying you for. Also, if you want to put a "risk hold" on an account, the amount held should be in line with the perceived risk. $45k is an astronomical amount. Lastly the risk review taking 14 days is absurd. If you're going to put an account on hold it should be addressed in a timely manner. As soon as i found out what was happening i delivered every item requested on my end and you guys dragged out the response time. It was as if you could only work on one thing per 24 hours. The end result here, you guys cost me $2500 in interest, you charged me all my credit card fees, two months worth of membership (when i stopped running cards as soon as this happened end of May/Early June) and now my business has to eat all these losses. I think its more than fair to ask for two months of membership fees to be reimbursed since you guys didnt hold up your end of the deal to process my cards, and that doesnt come close to covering my actual cost for this event, nor the pain and emotion stress caused.
Sincerely,
**** *******Business Response
Date: 07/07/2025
As stated previously, the risk hold was initiated and executed by the processing bank and unfortunately **** can only request and relay the updates when received as we are not the ones holding the funds. We understand the frustration that risk reviews can cause though and have provided the feedback shared here with the processing bank.Initial Complaint
Date:06/17/2025
Type:Service or Repair IssuesStatus: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 formerly utilized a health record system that utilized Stax to process payments. After moving to a new processing software I realized I was experiencing a monthly charge of $10 from ********************** from November 2024 through the most recent transaction of June 2025. I tried to reach out to **** but the customer service representative refused to provide any information related to the transaction and stated I needed to log into my terminal. I told them I did not have one because it ran through the back end of another company and I did not utilize a **** log in AND I was no longer with that company to access their reports (that relationship ended April 2025). When Stax was no help with resolving the unauthorized charges I contacted my bank. My bank is unable to help due to the type of charges (I was told you have to dispute within 2 days) and to speak with Stax. Again, Stax was not willing to provide info or help me figure out where the charges are coming from/what they are related to. Im having to pay for a stop charge to be issue so they stop pulling money.Business Response
Date: 06/17/2025
As stated, this merchant was utilizing Stax through a Partner. While Stax facilitated the assessment of the fee in question, all fee structures for customers and communication of them are determined by the Partner. The fee is also noted on the merchants' processing statements from Stax prior to the billing that started in November 2024. If the merchant needs to dispute the charge and/or close their processing account, that does need to submitted to the Partner who can then relay it to Stax.Customer Answer
Date: 06/17/2025
Complaint: 23479121
I am rejecting this response because:I do not receive any statements from Stax or the company that utilized Stax. These charges do align with any information I receive about my account or the service charges associated as all credit card processing fees were pulled during separate transactions. Additionally, I have continued to get charges from Stax when I do not utilize Stax for any payment processing or have an account to view who these charges are linked to and Stax will not provide this information to me even after I have requested it twice.
Sincerely,
Taylor MasonBusiness Response
Date: 06/18/2025
As stated, these requests are on the merchants' Partner to provide and any requests on the merchants' behalf must come through the Partner. Stax has contacted the Partner as well to reach out to the merchant regarding the concerns raised but that is the limit of our ability to assist here.Initial Complaint
Date:04/28/2025
Type:Sales and Advertising IssuesStatus: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 of ********************** since 2020. I never had a lot of issues with them until recently. After doing some research on my transactions, Fattmerchant had charged my account (erroneously $594 in which they admitted that it was a mistake) My fees have continuously gone up as my business continues to grow so I assumed that this was valid until I called them to make sure. They admitted that I should not have been getting charged an additional $99 a month for the last 6 months, but they are only able to do a credit of $297 because they claim their in-house policies can only credit accounts going back 3 months. In my opinion, there is a major difference between the words "can't" and "won't." I had sent emails and calls to their legal department over a month ago and never heard a single word. I asked the representative **** for a contact name if I have to sue FattMerchant in small claims court for the amount and he refused. I asked to speak to his manager and he refused. I record all of my phone calls and its absurd to hear a company tell a loyal customer on the phone that they mistakenly charged my account more money than they should have taken out but will only be issuing a credit of half of my money back because its their policy. Any business can issue a corporate check to make the customer whole. I gave them multiple chances before I decided to move my business away from them and they refused to make me whole by issuing me a refund of what is owed to me. I am uploading the evidence that I have with the company admitting they messed up, but are only willing to correct their error by issuing me half of my money back.Business Response
Date: 04/28/2025
The policy referenced is pursuant to the terms in our merchant agreement stating it's the merchant's responsibility to report any error or discrepancies in writing within 30 days following the reporting period. We have extended the 30 days to a 3 month refund as a courtesy. We appreciate the feedback on escalation paths not being available to you and will address that internally.
Customer Answer
Date: 04/28/2025
Complaint: 23258242
I am rejecting this response because I firmly believe that it is Stax by FattMerchant's responsibility to not keep my funds that they have already specified did not belong to them. They CAN make things right and issue me a check to make me whole. This is absolutely ridiculous. As a credit card processor, this company failed to see that they were overcharging me and now refuse to settle or pay me out the funds all because of their in-house policies. So they are passing the blame onto the customer and telling me that they will keep my money that doesn't belong to them?
Sincerely,
**** ****Business Response
Date: 04/30/2025
The policy the merchant is complaining about is not an inhouse policy, it is detailed in the agreement that they signed when they boarded with us. We have already extended the refund from the 30 days detailed in the policy to 3 months, as well as provided contact information for our legal team should the merchant wish to dispute this further.Business Response
Date: 04/30/2025
The policy the merchant is complaining about is not an inhouse policy, it is detailed in the agreement that they signed when they boarded with us. We have already extended the refund from the 30 days detailed in the policy to 3 months, as well as provided contact information for our legal team should the merchant wish to dispute this further.Customer Answer
Date: 04/30/2025
Complaint: 23258242
I am rejecting this response because I did NOT authorize those additional erroneous charges. This was your company's fault for overcharging me and what you are stating to the Better Business Bureau is that it is MY fault as the customer and your company should rightfully KEEP the funds that you overcharged me? This was an accounting error on your business's part. And the last comment regarding your legal department. I have left messages and emails without ANY response nor will you be able to supply ANY evidence that your company's legal department even attempted to reach back our to me. But I have email paper trails that I have attempted to contact ******************************** over a month ago. I am not letting this issue go until I am made whole.
Sincerely,
**** ****Initial Complaint
Date:03/31/2025
Type:Product IssuesStatus: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 ordered a Clover Terminal from Payment Depot/Stax Payments and they promised a terminal within 2 days. After a week I cancelled the order when they still couldn't tell me when it would arrive. During this time frame the *** debited $500 from my account. I called again to make sure my cancellation had processed and the agent told me to refuse the system and I would be refunded my $500, I refused the system as I was told. A few days later I got a phone call telling me they were keeping $400 of my payment for a restocking fee. I was not told or notified of any restocking fee and by Florida law that is illegal. Please be careful with ordering from them. I would just like them to make it right and I will be happy.Business Response
Date: 03/31/2025
The $500 refund was agreed to with the merchant, submitted to our finance department today and will be remitted to the merchant in 5 - 7 business days. Support teams communicated this status with the merchant earlier today as well.Initial Complaint
Date:03/12/2025
Type:Billing IssuesStatus: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 filing a complaint against **** for wrongfully withholding my business funds, providing misleading information, and failing to act transparently regarding the closure of my merchant acct.Almost 6 months I processed payments with Stax with no issues. My biz ServiceCrucible, provides consulting services for home service companies. During onboarding, I clearly informed Stax my transaction amounts would increase as my business grewthis was acknowledged, and I was approved.But, on February 21, 2025, **** suddenly placed my account under review after an $11k transactiondespite approving me with full knowledge that my transactions could increase. After providing all requested documentation (bank statements, invoices, and business details), I was informed that my account was closed, and my fundsover $8kwould be withheld for 90 days.The justification for this decision has changed multiple times:Stax first claimed Fiserv, their processing bank, made the decision.Fiserv told me my account was in good standing and not blocked.Stax later claimed the Fiserv *** "did not have full access to risk ***************, Stax says my account was closed for exceeding "approved volume"despite my growth plans being disclosed ********** resolve this, **** provided a booking link with the ****** risk analyst, but only 15-minute meetings were availableinsufficient for a complex financial dispute.Also, the assigned risk analyst has less than two years of industry experience, previously holding receptionist positions. This raises concerns about whether my case is being handled by someone with the appropriate expertise.Furthermore, Stax refuses to provide written documentation proving ****** made this decision or any policy reference justifying the 90-day hold. They are attempting to avoid accountability by directing me back to Fiserv.This situation has severely impacted my business, and their lack of transparency raises serious concerns about their practices.Business Response
Date: 03/14/2025
We appreciate this feedback and agree that the misinformation from Fiserv led to a lot of unnecessary frustration. ****** manages all risk reviews, holds, and reserve decisions for merchants processing through **** as stated in the merchant agreement. Thus unfortunately the holding and releasing of any funds relating to this risk decision are up to the discretion of Fiserv. At this time this has also been escalated to our legal team and is under review there.
We do our best to be an intermediary between the two parties to help smooth the process, though understand there could have been some improvements in that communication.
Initial Complaint
Date:02/13/2025
Type:Sales and Advertising IssuesStatus: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.
**** has debited unannounced and unagreed upon fees directly from my business account, without ever informing me, the business owner of these charges or providing a clear set of steps for opting out of the service or terminating my "agreement" with them. On January 16, 2025, my small business was charged $72.07. I had never received a fee in that amount from the processor and found it very suspicious so I reached out to my EHR. They (Owl) said it was for a service that I was to have been sent information on last year and that I missed the window to opt out of the service. They also stated they were not in control of the charges, only Stax was. I informed them that I had not now or ever been informed of any service changes or been given any info on how to opt out, and that remains true to this day that I am writing my complaint. On February 12, 2025, after I had started taking steps to end my use of their services through my EHR, I was once again charged a fee of $64.95 without any communication, invoice or receipt, just as last month. How is this legal? I am very concerned with how this business is practicing and am shocked at their A+ rating, which makes me wonder how much weight these ratings actually hold. They have so far told my EHR that they do not intend to refund me these charges despite all I have described above about their practices. And that is why I am now here using my precious time to make this complaint when I have mental health clients to serve. Unfortunately, I could not complete my termination of their service today because I had to process a client payment and did not realize it was still under this processor. Once that clears, I will complete the termination, but also require my money to be refunded to me ASAP.Business Response
Date: 02/14/2025
This merchant is utilizing Stax through a Partner (EHR in their terms) and all communication and pricing is handled by that Partner. Thus this complaint is really for the Partner, not ****, as we do not negotiate or communicate with this partners' sub-merchants directly on these matters.Business Response
Date: 02/17/2025
This merchant is utilizing Stax through a Partner (EHR in their terms) and all communication and pricing is handled by that Partner. Thus this complaint is really for the Partner, not Stax, as we do not negotiate or communicate with this partners' sub-merchants directly on these matters.Business Response
Date: 02/17/2025
**** does process payments on the Partners' behalf, but the amounts are pursuant to the agreement with the Partners. The sub-merchant agreement details the billing that is set at the Partner level and allows us to be able to process these on their behalf, but all communication is required to come from the Partner directly. We can notify the Partner for this merchant to reach out regarding this complaint, but we do not otherwise talk to the sub-merchants directly per our agreements iwth them.Customer Answer
Date: 02/25/2025
Complaint: 22939149
I am rejecting this response because:Money was withdrawn from my small business bank account on two separate occasions without my informed consent.
The second of those two withdrawals occurred after my electronic health records company already informed Stax that I wanted a refund and had not agree to their supposedly new service agreement.
I did not agree to whatever services were supposedly being charged for, and to this day, I still do not know what those services are. I was not given the option to accept or reject the new service terms.
Stax appears to be very comfortable with passing the **** on this issue rather than taking responsibility for their error. This is not the behavior of a company that I would trust.
In any other circumstance, withdrawing funds, repeatedly, from a bank account without the express agreement of the person or company that owns that account, would go by very specific terms.
When no paperwork was received by **** from my company, the payment processing service should have been paused rather than agreement being assumed.
Any confusion or poor communication between Stax and the *** is between them and should in no way not result in multiple, invasive charges to my account.
It is clear to me from the response given by Stax that they did not actually look into my specific case and are hoping that my complaint will just go away without fair resolution. Please show me, and anyone reading this, that you can do better.
Sincerely,
***** ***********Business Response
Date: 02/25/2025
On the September, October and November fee statements, there is a statement message regarding the fee changes as implemented by the Partner (attached for reference). Pursuant to that notification, and any messaging that the Partner provided directly to the merchant (which is up to their discretion as they work directly with merchants as stated), a *** non-compliance fee was billed 90 days after enrollment, which is the amount referred to from the ******* billing cycle. Enrollment in the *** program happened on 10/1/24.
This account was closed Feb 18th, 2025. Thus fees billed for the month of ******* and February will still be applicable as the merchant had an account open during those months. Any requests for a refund would need to go through the Partner and is up to their discretion, not Stax's.
Customer Answer
Date: 02/27/2025
Complaint: 22939149
I am rejecting this response because:I have never seen this billing document before. The existence of a pdf does not equal informed consent by a consumer. I can generate bills for my clients but if they do not see it they cannot act on the document.
I will not work with any electronic health records in future where **** is their main, or only, payment processor. After this experience, I have no guarantee of my bank accounts or concerns being handled appropriately.
I strongly suggest caution to anyone considering them as this issue is draining funds from my account and would have kept on occurring without my consent if myself and my accountant were not so thorough about keeping my books up to date.
Stax is refusing to take any responsibility for the poor handling of the change in the payment processing service, and is actually promising to charge me further amounts for something I was not informed of.
Sincerely,
***** ***********Initial Complaint
Date:02/05/2025
Type:Sales and Advertising IssuesStatus: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.
When I initially signed up with payment depot then taken over by ****, they offered a competitive and fair pricing structure. However, over the years, I have noticed that they increase their fees annually, sometimes by as much as 50%, even for long-term, loyal customers like myself. These price hikes are not clearly explained or justified, and they continue to find new ways to add extra charges and increase monthly fees.Switching to a new payment processor is a time-consuming and complex process. **** seems to take advantage of this fact, knowing that many businesses hesitate to switch due to the hassle and disruption involved in setting up a new processor. This allows them to continually raise fees, knowing that customers may feel stuck due to the challenges of transitioning to a new provider.Despite my attempts to reach out to **** for clarification and request more reasonable pricing adjustments, their customer support has not provided a satisfactory resolution. Many businesses like mine rely on predictable and fair pricing for payment processing, and Staxs approach feels more like a way to exploit customers rather than support them.I am requesting that **** be held accountable for these pricing practices and that they be more transparent with customers about future price increases and additional fees. I also urge BBB to investigate their predatory pricing tactics, which may be negatively impacting many other businesses as well.Business Response
Date: 02/06/2025
Thank you for providing this feedback. The terms of our service and any pricing changes are included in our merchant agreement, though we appreciate your feedback on a desire for greater transparency. I do see that you reached out to our Support team to discuss these fees and we offered to do a rate review though it was declined. If you would like to better understand how the fees are calculated, it would be helpful to allow us to go through the review with you. If you would like to do so, please reach out to the support team directly.Customer Answer
Date: 02/06/2025
Complaint: 22902152
I am rejecting this response because:The support team responded; however, they did not offer a review. ***** simply stated, "There is nothing I can do about it."
Last year, my monthly membership fee was raised by $20. I spoke with Josmar, and she said this increase was final. I clearly told them that if they were going to drastically increase monthly fees each year, they needed to let me know so I could explore alternative options.
In my original agreement with Payment Depot, I was offered a set annual fee and $0.05 per transaction. Over the past three years, **** has increased my monthly fee from $30 to $50, and now they are asking for $70. Additionally, I am being charged $0.25 for batch closing, and I believe I am also being charged a percentage on Amex transactions. How is this clear and transparent?
Again, if you want to offer a resolution, you have my contact information. Call or email me, and I will review it.
Sincerely,
**** *****Business Response
Date: 02/11/2025
We are happy to give you a call to review further to explain the reason behind the rate increase and see if there are alternative options to offer.Customer Answer
Date: 02/13/2025
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 meI am updating this review. ***** from support reached out and was very helpful in resolving the issue. They acknowledged the lack of transparency and the insufficient notice regarding the price adjustment, and were willing to review the account and come up with a reasonable solution
Sincerely,
**** *****Initial Complaint
Date:01/24/2025
Type:Sales and Advertising IssuesStatus: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.
We had terminated our agreement with **** in Feb 2024 for payment processing for my business. **** had acknowledged and confirmed the termination. We received no further payments from the Merchant after Feb 12 2024. But their Merchant has been charging merchant fees ever since the termination in Feb 2024. All the transactions made by direct debit to my account from April 2024 are unauthorized. The charges are as follows: $171.99 on 4/5/2024, $67.98 on 5/7/2024, $67.98 on 6/5/2024, $67.98 on 7/8/2024, $67.98 on 8/6/2024, $67.98 on 9/5/2024, $67.98 on 10/7/2024, $67.98 on 11/5/2024, $147.97 on 12/5/2024 and $147.97 on 1/7/2025. When I asked for an explanation and refund of all the incorrect cahrges, i was informed that they will only refund last 3 months of the charges. And refused to refund the remaining money back.Business Response
Date: 01/27/2025
Per your merchant processing agreement, it is the merchant's responsibility to report any error or discrepancies in writing within 30 days following the reporting period. After this time, the statement information and fees are deemed to be accepted by the merchant. As a courtesy, we have already extended the refund issued beyond 30 days to cover 3 months and this has been issued back to you.Customer Answer
Date: 01/27/2025
Complaint: 22854178
I am rejecting this response because:The policy that they are describing is when I am their current customer. It doesnt hold once our agreement is terminated. If you check their email reponse from the Stax representative from March 1, 2024 (i have highlighted the text with yellow in the attached PDF) she had assured that the account was being closed at all ends. So i am not supposed to be charged after that without prior authorization. Also if you see their response from Jan 21, 2025, they mention that due to a mistake on their end they hadnt closed the account correctly. I dont agree that due to THEIR MISTAKE my account should be charged at all and I should be refunded all the payments after it was agreed that my account will be closed on all ends by Stax after the March 1, 2024.
Sincerely,
***** *****Business Response
Date: 01/29/2025
I have requested our support team to further review and determine the full amount of the refund eligible following the initial closure request. Please look for an email from Stax support before the end of the week with further follow-up.Customer Answer
Date: 01/30/2025
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 as long as I recieve the total refund they owe me and also without further delay. I have recieved an email from the **** representative yesterday that i will be refunded the balance amount of $579.87 in longer processing time of more than 8-10 business days. I dont appreciate that I still have to wait for the money that they owe me. I hope that the amount is refunded ASAP without further delay.
Sincerely,
***** *****Customer Answer
Date: 02/13/2025
Following my last response to the resolution of the complaint, **** had promised to pay me the additional owing amount of $579.87. But they have just sent in $407.88. They still owe $171.99 from the total amount of $943.79. I am really frustrated that they are still not paying me the whole amount they fraudulently debited from my bank account. If I dont receive the balance amount of $171.99 by the next week, I hope its reasonable to request a compensation amount of additional $188.75 (which is 20% of the total amount of $943.79 that was fradulently debited). This additional amount is requested for the loss of bank interest for the last 11 months, efforts and extra hours put in by my *** to calculate and recalculate the amount that has been refunded and the balance that is still owed by STAX). i hope that this matter can be resolved in a timely manner without any additional delay and hassles to me and my organization.
Thanks for the assistance.
H *****
Customer Answer
Date: 02/17/2025
Following my last response to the resolution of the complaint, **** had promised to pay me the additional owing amount of $579.87. But they have just sent in $407.88. They still owe $171.99 from the total amount of $943.79. I am really frustrated that they are still not paying me the whole amount they fraudulently debited from my bank account. If I dont receive the balance amount of $171.99 by the next week, I hope its reasonable to request a compensation amount of additional $188.75 (which is 20% of the total amount of $943.79 that was fradulently debited). This additional amount is requested for the loss of bank interest for the last 11 months, efforts and extra hours put in by my *** to calculate and recalculate the amount that has been refunded and the balance that is still owed by STAX). i hope that this matter can be resolved in a timely manner without any additional delay and hassles to me and my organization.
Thanks for the assistance.
H *****
Business Response
Date: 02/17/2025
As of 2/14 Stax communicated that we submitted the additional request for the remaining $171.99 to be remitted. As this was done on Friday, please allow 5 - 7 business days from 2/14 for this to process. If after that time you have not received the funds, we would be happy to reopen this case.Customer Answer
Date: 03/02/2025
Complaint: 22854178
I am rejecting this response because: As per their last communication with BBB it was mentioned that they will be paying me the reminaing balance of $171.99 in 5-7 business days. its been over 2 weeks, I still havent received my balance payment. I would like to request that my balance payment be paid **** without further delay. And would appreciate if a compensation for the time and efforts spent by my *** and me over the numerous emails that have to be sent to stax and the delay that they are making in sending me my money back fo the fradulently charges made to my account.
Sincerely,
***** *****Business Response
Date: 03/09/2025
This is being managed and updates provided via a support ticket with a manager and the merchant directly corresponding. However, we are happy to leave the BBB case open until payment has been received.Business Response
Date: 03/17/2025
Merchant has confirmed all funds have been received.Customer Answer
Date: 03/17/2025
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:12/30/2024
Type:Service or Repair IssuesStatus: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 signed up with this company to try and use their services to process payments for my small business app. I was told that we can try it free for a month to determine its compatibility and after identifying it would not work, I closed my account. I then began being billed. After the first bill, I reached out and was told I needed to go through another process to cancel. Which I did. I was then told that the cancelation policy takes 30 days to process so was charged again. I reached out and got confirmation that my account was closed. I was then charged again. I think it's borderline criminal at this pointBusiness Response
Date: 01/02/2025
Thank you for taking the time to provide us this feedback on our closure processes. The insight is helpful for future improvements. The refund request for the debit made on 12/29/2024 for $99 was submitted as confirmed by our support teams as your billing plan should have ceased on November as stated.
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