Complaints

This profile includes complaints for Global Payments, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Global Payments, Inc. has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Global Payments, Inc.

  3550 Lenox Rd NE Ste 3000 Atlanta, GA 30326-4334

  
• 

  Heartland Payment Systems, LLC

  540 Avenue D Billings, MT 59102

• 

  Global Payments Integrated

  2675 W 600 N Lindon, UT 84042-1219

• 

  Heartland Payment Systems, LLC

  689 W Fisher Rd Post Falls, ID 83854-9427

• 

  Heartland Payment Systems, LLC

  PO Box 1512 Pearl City, HI 96782-8512

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:03/29/2023

  Type:Product 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.

  Global Payments, Inc. merchant support team acknowledges they owe me a refund in the amount of $1899.45 for the reversal of a client dispute that was ruled in my favor. Case# **********. The merchant account in question was deactivated approximately 6 months ago because our business was forced to temporarily cease operations after losing our key employee (a chiropractor) in June of 2022. I was not made aware of this refund amount due to me but found out after following up on a challenge letter I received in the mail. The challenge letter stated that the refunded amount was adjusted on my account, in my favor, as of March 1, 2023. I have not received the refund, and after inquiring several times I was told that my refund had been put on hold by the risk team. The risk team told me refunds for deactivated accounts are typically held up to 90 days. I pointed out that the account has been deactivated for 180 days and asked why they were continuing to hold the refund. They then told me it has been less than 90 days since the last charge was processed by my account but failed to provide detail on the account activity. The account in question is deactivated, I have no access to it, so I was clearly not able to process any new charges. I asked them to provide details, which they failed to provide. They are now saying that I attempted to process a $1600 charge this month though they have failed to provide details and proof of said charge. I have denied making the charge, I have no access to the account, and the account is deactivated. They refuse to speak to me on the phone to discuss the matter. This is regarding case# **********. I am reaching out to their corporate PR team as well. Thank you for your assistance in settling this matter.

  

  Business Response

  Date: 04/06/2023

  Global Payments, Inc.
  ************* NE
  *******, ** 30326
  Globalpayments.com

  
  04/04/2023

  Better Business Bureau Inc.

  Case Number: 19868796
  Consumer Name: *************************
  Merchant ID number: *************

  
  Dear BBB Customer Relations Advocate,
  I did call and spoke with ***************** to see what the $1,600.00 he was referring to in his complaint. There was no charge made, it was related to the chargeback he won.  I also explained why we were holding the funds and how he could open a new account when their business reopens.  He did receive the $195.00 documented below in his account.  He said he would withdraw his complaint.  
  We understand the frustration this chargeback issue has caused **************************  ******************* did win the chargeback on 3/1/23 as stated and he is correct that we are holding the funds for 90 days.  The reason for us holding the funds was explained to ********************  Due to the number of returns on his account the funds are held to cover any additional returns we may receive.  We did release $195.00 on 3/23/23 and the remaining $1,654.45 will be released within the 90 days. We did receive a request on 3/16/23 to reopen the account but that was declined due to the time the account was closed.  ***************** was informed that he could start a new account with us if he wanted but it would not affect the funds on this account.  We were not able to locate any charge for $1,600.00 or any charges since 10/3/22 and those were all declined.  The last successful sale was on 9/1/22. 
  

  
  

  Customer Answer

  Date: 04/06/2023

   
  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.

  Thank you for your assistance in resolving this matter.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/14/2023

  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.

  In 2021 I paid the account off in full through my **** of America account on 3/18/2021 Currently, the organization still reports as a charged off account in the amount of $149.00. I have attempted to reach out via mail and I received return mail through the ***** I have disputed through all of the credit reporting agencies and still, no action has been taken. I am requesting that they update my credit profile to reflect the appropriate information as they are hindering me from having a healthy credit report.

  

  Business Response

  Date: 04/26/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 19583053 
  Consumer Name: ***********************************
  Merchant ID *********************************************** Customer Relations Advocate,
  

  We have spoken with the complainant (at around 11 AM, 04/26/2024) and we have identified and confirmed that they were neither a merchant nor consumer of any products or services offered by Global Payments and its subsidiaries. They were actually addressing this matter to First Access - a company reflected on her credit report and not affiliated with Global Payments. 
  
  Dear *******,
  We appreciate you for bringing this to our attention and we hope that this will be addressed and resolved by the relevant party/company.
  
  Thank you,
  Escalated Support Services

• Initial Complaint

  Date:03/07/2023

  Type:Product 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 ********************* SALE'S ARE CUSTMERS OF . WE HAVE BEEN WITH THEM SINCE 2019. WE HAVE HAD A MAJOR ISSUE WITH THEM TAKING UNAURTHRIZED AMOUNTS OF MONEY FROM OUR ACCOUNT. WHEN WE CALLED CUSTMER SERVICE THEY EXPLIAN OR TELL US WHY THE AMOUNTS ARE BEING TAKEN OUT OUR ACCOUNT. WE HAVE SPOKE TO A COUPLE OF PEOPLE WHO GAVE US VERY BAD ATTITUDES AND SAID THEY WOULD CALL US BACK AND NEVER CALLED BACK. WHEN WE CALL THEM THEY HAVE KNOW IDEA WHAT WE ARE TAKING ABOUT, AND THEY SAY THEY WILL CALL BACK AND NEVER DO. WE HAD OUR AGENT TALK TO THEM AND HE IS HAVING THE SAME ANSWER AND THEY THEY GIVE US . WE WOULD LIKE A REFUND OF THEY MONEY THEY TOOK OUT OF OUR ACCOUNT AND CAN'T TELL US WHY, AND THEN WE WILL CANCEL SERVICE WITH THEM , BECAUSE OF THIER VERY SORRY AND BAD SERVICE

  

  Business Response

  Date: 03/10/2023

  03/10/2023
  Better Business Bureau Inc.
  Case Number: 19552865
  Consumer Name: ***************************
  CPAY ID: ******
  MID: 22024365

  
  Dear BBB Customer Relations Advocate,

  
  After careful review of the charges disputed by the client, *************************** and her store manager, ******. We found out that there were a combination of valid charges due to how their account was set up and Invalid charges where they have been debited of the compliance fee even if they have been PCI compliant.
  Considering the opportunities, how this was explained and the service provided to the client from the time they reached out for support. Management decided to provide the desired refund amount of $123.45. This amount was sent to the bank account associated with her merchant account on March 09, 2023 and expectation has been set to the client advising the timeline hence, were considering this matter to be closed.
  

  
  

• Initial Complaint

  Date:02/20/2023

  Type:Product 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.

  July 2022-January 2023 Company used automatic withdrawal from our checking account from July until January 2023 without providing any service or statements showing the lack of activity. The total withdrawn was more than 1000,00. The company was contacted several times and a request was made for a refund only to be denied. My contact information is ***************** or ************

  

  Business Response

  Date: 03/06/2023

  03/3/2023
  Better Business Bureau Inc.
  Case Number: 19436706 
  Consumer Name: ******************************;
  Merchant ID number: **************

  
  Dear BBB Customer Relations Advocate, 

  
  In reviewing the account, there arent any correlating notes indicating that we received a request to close Mr. *********** merchant account prior to Jan 30th, 2023. At that time, the account was closed and the client asked for a refund for inactive months. As we had no way of knowing the client wanted to close their account, the fees were appropriate for an active account. 

  In an effort to resolve this case, we offered the client a one time courtesy credit for the last three months which in total is $366.80 (Nov/ Dec/ Jan). The client has agreed to this amount and were processing as an ACH to the bank account associated with his now closed merchant account. The amount should be received in a couple of business days. 
  Well consider this matter to be closed at this time.
  

  
  

  Customer Answer

  Date: 03/06/2023

  The company reached out and we were able to resolve the problem. 

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair 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 had two accounts with *****/ Global Payment integrated for credit card processing for my store.I called and spoke with someone in Nov telling them I wanted all my accounts closed as of that date.They gave me confirmation numbers.I continued to be charged after Nov. I was charged month monthly fees on both accounts , and unknown charges.I called in Feb again to talk to someone. Global integrated Payments could not find my accounts and my confirmation cancel numbers. They transferred me around to three departments until someone found the accounts and could help.That person told me that I was being charged and they did not know why it was not cancelled when they could see the cancellation. They also said I was being charged for internet, which I never had with them. They said they would refund me $3700 if I did not pursue legal action. I said no, you owe me thousands more and I want what you illegally stole from me for years of charging me without my consent. I want to be refunded for the full amount that I was charged for internet, that I never consented to and never knew I was being charged for. And I want a refund for the fees after Nov for the 2 accounts I cancelled and they continue to charge me for.

  

  Business Response

  Date: 02/23/2023

  02/22/2023

  
  Better Business Bureau Inc.
  Case Number: 19393919
  Consumer Name: *********************
  Merchant ID number: ***************

  
  Dear BBB Customer Relations Advocate,

  
  We have reviewed this account and validated that we do have three signed contracts, one for each account the merchant was billed for. The account in question, which ******* was unaware of, was the first account set up with our company and was in place and billed beginning 01/12/15 for ten months before a second contract was signed on 10/15/2015 for another account that provided different services than the first. The third contract was signed on 6/9/2021 for a new location. Because each account was for a different type of service, the charges on the three accounts were not duplicate charges. Also, as the contracts were not signed at the same time, it is unlikely that she was presented with one document to sign that was actually multiple contracts. ******* did not dispute the fees charged on the first contract for the ten months before the second contract was signed, and then again, no dispute for seven years while billing occurred on each account.

  
  We have offered ******* a refund of 14 months of billing to account for one year of fees as well as two additional months for the fees billed after the other accounts were requested to be closed, and this account would have been closed if requested at the same time. I have let ******* know that if she believes the contract in question is not valid, she would need to take legal action to dispute the signed contract, and I have provided her with our legal teams contact information. 
  We also issued one month of fees on each of her other two accounts as she did not use them in November of 2022, but since she did not notify us to close them before mid-month in November, she was still billed in December for the account being open in November. 

  
  

• Initial Complaint

  Date:01/31/2023

  Type:Sales and Advertising 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.

  ***************** charged me an admin fee of $100 and their original email stated that this fee would be refunded if my application for residency was denied. My application was denied and I was told that a check was mailed on 11/1 to their office in ********. **. *** reached out several times via email and have left 2 voicemail messages with no response. I would like my refund ASAP. It makes no sense to charge and process an admin before a potential tenant has been approved. This is fraud and a way for this company to cheat applicants out of money. They had no intentions on approving my application.

  

  Business Response

  Date: 01/03/2023

  We are not the management company for this community. We have not managed it since 12/22/2020.

  Customer Answer

  Date: 01/03/2023

  Hello BBB, the business responded that they no longer manage this property, so how do we deternine the new management group for *****************?

  

  Business Response

  Date: 02/28/2023

  Unfortunately this complaint needs to be handled by ***************** and is outside of our control. 

  Customer Answer

  Date: 02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok seeing as though this company is stating they are no longer affiliated with *****************.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/31/2023

  Type:Product 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 discontinued business with Central Payment back in March of 2020 but they are still taking fees out of our account. There representative has continually promised me that the matter is fixed and the fees will be returned. As of January 2021 the matter is still on-going and they are still taking money out of our account. There was some problem getting things settled back in March because of covid19 because all there staff was working at home. I have been in constant contact with there representative. Each time he tells me that he is going to contact the company and have the matter resolved. Then he calls me back and says that everything is taken care of and the money will be returned to my account within a couple of days. This has been going on for months.

  

  Business Response

  Date: 02/09/2023

  
  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpayments.com
  [02/06/2023]
  Better Business Bureau Inc.
  Case Number: 14766223 
  Consumer Name: ****************************;
  CPAY ID: ******
  MID: 21292295
  Dear BBB Customer Relations Advocate,
  We tried and attempted to contact ****** four times. The 3rd attempt was when he answered our phone call and advised that it was not a good time for him to discuss the issue. He requested to call him back after 3 hours the same day.
  ****** confirmed that he had the documents of the conversation with his sales partner printed when he initially requested his Central Payment account to be canceled/closed. 
  We are requesting the documents from the merchant as they will determine if we can issue a full credit of the amount disputed. The merchant confirmed that he will be sending the required documentation in a day or so and agreed in getting the refund through check. 
  

• Initial Complaint

  Date:01/31/2023

  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.

  There are several issues that have prompted my complaint with TSYS/Central ******* Services. ******************** issues, sales rep. issues, local representation, fees and rates. Specifically the *** non compliance monthly fee which has steadily increased from $15.95 starting in December of 2017 to $125.00 as of April of 2020! ********************* was my local representative, he personally told me that part of his job/ service to me was making sure I was *** compliant. . .which is obviously false! From December of 2017 to present year of 2020 I have been charged $1,050.30 in non compliance fees alone! I was promised time and time again that someone would look into my issues regarding rates, fees , and equipment updates, unfortunately there has not been any follow through to remedy these issues. In May of 2020 my credit card terminal was unable to update itself, I called the ************** number and was told that my equipment was outdated and would need updating. I was told I would receive an email with instructions on how to update the terminal. . .again never received the email. I called the local office in May of 2020, and reached "***** who is ************************* boss (I was told by *****). ***** seemed preoccupied and not really interested in helping me with my issue so I asked him if I caught him at a bad time. . . He actually told me he was using the bathroom!!! And the said he would call me back shortly and never returned my call. I called ******************* a couple of weeks later, reminded him of our initial conversation and at that is when he gave me the number to his direct supervisor, *************************************. When ******* and I spoke in July I did not tell him about the "bathroom thing" just that I was unable to contact **** and it was then that he explained **** was no longer with the company. He said there were many complaints about ****. ******* said the **** had been making false contractual promises to customers and that his tactics were very unethical. ******* explained that he and a new partner had taken over the business and that he would "do right by me" even if it meant he had to reimburse me bogus *** non compliance fees out of is own pocket. To this day ******* has not resolved any of the issues we spoke about.

  

  Business Response

  Date: 02/09/2023

  
  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpayments.com
  [02/06/2023]
  Better Business Bureau Inc.
  Case Number: 14766223 
  Consumer Name: ***********************
  CPAY ID: ******
  MID: 21735846
  Dear BBB Customer Relations Advocate,
  We tried and attempted to contact ******* twice on February 06, 2023 at 09:50 am ET. The daytime phone number she provided was busy, Called the nighttime phone number but we were routed to her voicemail  where we left a detailed message. At 11:57 AM ET I was able to talk to her.
  Considering what the merchant  is requesting and the fact that there are multiple sales partners involved including a Regional Manager. We will issue credit to the merchant for the full amount disputed. 
  The reason for the refund is because of the information given by the previous sales partner to the merchant that part of their support is to keep their account compliant with *** but the *** *** is the merchant's responsibility to complete, a sales partner is not required nor are they allowed to complete the *** for a merchant. A sales partner can help make sure a merchant understands how to complete their *** *** to avoid any NON COMPLIANCE *** Fees but again the sales partner is not required or supposed to do the *** for them.
  ******** confirmed that the bank information listed on her Central Payment account is no longer active. We will proceed in writing her a check.  As a requirement when sending to our Accounts Payable team a request to cut a check. Merchant needs to send a copy of their W9 form. We are waiting for Caprice to send this information. She has also been advised of the full timeline which will ***********-8 weeks.
  
  

• Initial Complaint

  Date:01/30/2023

  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 opened an account to have it integrated with my billing system. This account was never active as implementation was never completed. They charged me $****** over several months without trying to complete set up of the account.10/11/2022Tsys/Transfirst Discount XXXXXXXXXX6379 Long *************** XXXXXXXXXX6379 Long *************** Discount ******** 11/10/2022Tsys/Transfirst Discount XXXXXXXXXX6379 Long *************** XXXXXXXXXX6379 Long *************** Discount *********** 12/12/2022Tsys/Transfirst Discount XXXXXXXXXX6379 Long *************** XXXXXXXXXX6379 Long *************** Discount ************ 1/10/2023Tsys/Transfirst Discount XXXXXXXXXX6379 Long *************** XXXXXXXXXX6379 Long *************** Discount *********** Total ****** I would like a refund.

  

  Business Response

  Date: 03/01/2023

  02/28/2023
  Better Business Bureau Inc.
  Case Number: 18952615
  Consumer Name: *************************
  Merchant ID number: **************
  Dear BBB Customer Relations Advocate,
  The client, *************************, requested management review for any appropriate refunds at the time he called in to close his account (January 30th, 2023). Management reviewed the account and found in favor of providing a one time credit to the customer in the amount of $465.05 (the amount he was charged for Oct, Nov and Dec of 2022 and Jan of 2023) as his account was not able to be set up and allow him to process transactions.  
  This amount was sent to the bank account associated with his merchant account on Feb 2nd, 2023. As this is the resolution the client is asking for, were considering this matter to be closed. 
  
  

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair 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.

  On 12/2022, our account was hacked into, and funds were stolen. It was noticed immediately. I called and reported this to Propay and they took me through all the steps to report it. They froze the account which is understandable. My problem is, we have been using them for over 8 years and NEVER had a problem. It was extremely frustrating that I had to contact them back OVER A MONTH later and we still have a frozen account and no updates. To be with a company this long and they do absolutely nothing to resolve this situation is beyond me. Why offer a service like this if you are not going to protect people's money? We also have PayPal and these types of issues are resolved with them in less than ***************************************************************************************************************************** do anything when their money is stolen. After calling back today which will be about a month and a half later, they claimed that they sent over an email telling us to file a police report. That was not true and misinformation. We were told it was being forwarded to the *************** and they would contact me if I needed any more information. I read to the representative what the email said and she put me on hold to talk back to the ***************. Of course she found that I was not sent an email like that and that they had no updates on the account. Im sure because nothing has been done. I also find it frustrating that we can't speak with anyone in the ***************. The rep keeps putting you on hold and talking to them and then giving you the message.

  

  Business Response

  Date: 02/15/2023

  02/01/2023
  Better Business Bureau Inc.
  Case Number: 18898450
  Consumer Name: *******************
  Merchant ID number: ********

  
  Dear BBB Customer Relations Advocate,
  We understand the frustration this event has created among our merchants. This has
  resulted in a large scale project that our security team is currently researching. There are
  forensic investigations being conducted which is going to take some time to get to the
  root cause of this incident. We will update all impacted parties once we have more
  information to share.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18898450
  
  I am rejecting this response because:

   It is absolutely absurd to run a financial business and offer no protection for your customers money. I have not received ONE update since this case was opened back months ago. I have had to do all of the inquiring. I have been with this company for years and for you all to tie up our account and clearly not make it a priority to resolve our issues. No other financial company that we deal with takes this long- from Square, to PayPal. This company has in no way made us feel secure about continuing to use them to process payments for our events. It is not fair that we are being told, that its being researched. Can we have a timeframe? You would think we all the technology out here, it couldnt possibly take this long to track down where a payment went. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/06/2023

  Our security team has concluded its investigation and we are starting to return any stolen funds to impacted clients. However, a police report filed by the merchant has to be sent in to ProPay to get this reimbursement. As of today, ********;Walker has not provided a copy of a police report. This was communicated to all impacted clients back in January and needs to be submitted before finance can approve the disbursement of funds.
  
  *************************
  
  Manager, Risk Operations

  Customer Answer

  Date: 03/07/2023

  We were not informed that we need to file a police report. We had NO follow up information after filing with the company and we had to contact them instead if them contacting us with the next steps. 

  

  Business Response

  Date: 04/04/2023

  Our security team has concluded its investigation and we are starting to return any stolen funds to impacted clients. However, a police report filed by the merchant has to be sent in to ProPay to get this reimbursement. As of today, ********;Walker has not provided a copy of a police report. This was communicated to all impacted clients back in January and needs to be submitted before finance can approve the disbursement of funds.