Complaints
This profile includes complaints for MerchantE's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:01/23/2024
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.
We are long-time Merchante-Solutions clients, accepting thousands of credit cards over many years. Recently, we've made a business change and require Merchante-Solutions to contact us to accommodate our needs. We've now tried 5 times to get Merchante to call us back. Each time, we are verbally promised someone will call us, but it never happens. We are now out of business, unable to accept any orders or any credit cards from our customers who are now quite angry at us. This has been going on for over two weeks. Merchante has been totally non-responsive for inexplicable reasons. We have been fantastic clients with near-zero chargebacks in over a dozen years and not a single case of credit card fraud. We do not understand why Merchante has dropped the ball so badly, ruining our company.
Business Response
Date: 02/20/2024
1/11/2024, the merchant contacted us to establish a new account due to a change of ownership occurring. The merchant called again on 1/12/24 to ask that his request be expedited. A Client Manager contacted ******* within 7 business days to advise of the documentation required in order to proceed with the request. The merchant has since, provided all required documentation and the new account has been created. A Client Manager reached out to the merchant Monday 2/19/24. ******* confirmed he was satisfied with the new account and that everything was running smoothly with the change of ownership
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