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.

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• 

  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

  1328 N Celestine St Post Falls, ID 83854-6915

• 

  TSYS

  1 Tsys Way Columbus, GA 31901-4222

  

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:01/25/2023

  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.

  Dear BBB Jan, 24,2023 Subject: Southwest Airline Confirmation No. 39GKOI Purchased Oct. 15th, 2022 Against: **** ********************* ***************************************************************************************** My name is **********************, I redeemed my points I collected from BMO ****** ************* for airline tickets from Southwest Airline on Oct. 15.Confirmation No. 39GKOI for AZ leaving *****************/ 12 till Jan. 17. Due to the meltdown of Southwest Airline during the holiday Christmas and New Year, I decided to cancel my flights Dec. 28th, 2022. I cantacted **************** REward Center. It turned out *** reward center is affiliated with **** ********************* in **********, **. This agency told me to directly cancel my flight to Southwest Airline. It was successfully cancelled. However, the travel agency told me that I can rebook flights in the future till Oct. 15th, no later. However, I will be penalized $45.00 from the agency and at least $200.00 from the airline. It was a shocker! I immediately contacted Southwest about the cancellation penalty and their rep. ******* was Southwest never penalize customers for cancellation as well as any changes. I requested the rep. to directly talk to the **** agency, but rep. said all travel agencies know their policy, "NO PENALTY FOR FLIGHT CANCELLATION". Now here I am in the middle of the conflicting issue, going back and forth between Southwest and **** travel agency .Not one of them willing to resolve this problem. I feel like the ****** points I collected from **************** from their reward center is going down the drain. I am hopeful, BBB will help me resolve this problem. Please help me. *********************

  

  Business Response

  Date: 01/31/2023

  Thank you for reaching out to us. We need the customer provide a merchant ID (MID) and/or company name so we can further research this issue.

  Customer Answer

  Date: 01/31/2023

   
  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.
  
  *********************************************

• Initial Complaint

  Date:01/11/2023

  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.

  01/03/2023 Global Payments Integrated located in ****** **** charged credit card processing fees on checking account The Sports Nut. We close our business for the winter . 0ur last day of sales was October 19th so no sales after that date. Our November statement was $130 for miscellaneous fees which was reasonable. The statement for December was $1086. I called right away and first agent ********* told me there were a total of four charges for bank deposit service fee. I asked how is that possible if there were no deposits? She didnt know and said that is a back room situation. She was able to give me a case number. Also she said our account was reinstated though we never closed it. She referred me to another agent. The next agent ****** said our bank institution charged the fees. I immediately called my bank as we always close for the winter for 15+ years and have never had this happen before. US Bank stated they did not and could not do 3rd party fees. She agreed that there were no deposits made on our account. I was offered to dispute the charge, but I said I want to try to resolve it through Global because it just doesnt seem right. I then informed the agent ****** by email, that my bank did not make these charges. As of today I have heard nothing. Also the statement format has changed. I took pictures of my ******************* statement. You can see the difference from August statement. Appreciate any help in getting this resolved. Please call if necessary. Also I am in **************** for the next few months. I noticed there is a BBB office if that is any help. Thanks!*********************

  

  Business Response

  Date: 01/18/2023

  This merchant was impacted by a billing error that caused a backbill of the bank deposit service fee to be applied on their December statement. We have been working diligently to get this bill refunded for them and any other merchant impacted by this error. The merchant is refusing communication by phone, but emails have been sent to ***** to let her know as well.

  Customer Answer

  Date: 01/23/2023

  I did called on January 3rd for a week trying to resolve my problem. I was put on hold so long several times and found it better to go through emails - also for documentation. All my emails included my phone number, but they never called.

  I requested several days ago when I will have my credit $1086.68 or at least the total amounts of the difference of the total of the 4 transactions for  bank deposit fees be credited back to my account - but as yet no response. 

  I feel the companys reply is confusing on how they plan to make this right - will they make corrections to the billing error and credit my back account?

  thank you for your help 

  ********************* ************

   

  

  Business Response

  Date: 01/26/2023

  As *********************** business is closed for the season, we sent an email letting her know the refund will be on her January statement and she should have the funds in her account around Feb 2nd 2023.  

  The reason for the refund was due to a billing error. Fees were not charged to this merchants as they should have been. When corrected, the system back billed for all the uncollected fees.  
  

  Since the billing was not done monthly for this merchant we have refunded the entire amount of the fees that were collected all at once.  These were fees that would have been charged to the merchant but due to the system billing all at once we are refunding the fees.  This has been corrected and the merchant will be billed monthly for these fees going forward. 
  
  

  Customer Answer

  Date: 02/02/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/10/2023

  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 April 2022, I switched between two divisions of Global Payments; I went from Heartland to OpenEdge. The *** machine was not transferred, leaving my account open and subjecting me to about $1000 worth of fees for only a few hundred of processing. I'm looking to have $625 of junk fees reversed (PCI Non-Compliance fee) that was charged every month from August through December ($125 a month).

  

  Business Response

  Date: 01/23/2023

  We have reviewed this account and the messages from our Customer Advocates and Client Managers. 
  

  The business owner was told about PCI in April 2020 and was given a large refund in June 2020 in exchange for his loyalty to *********. 
  

  In March 2022, he called in, stating he wanted to move to TSYS/OpenEdge. The Customer Advocate gave him the number to do so and advised him to call back and close his account once he switched to OpenEdge. 
  

  In April 2022, the locations volume dropped to less than $1000, but there was no contact from the merchant to ********* discussing this. 
  

  Additionally, there was no call to ********* to close the account until January 2023. Our records indicate there was continued use of the ********* services from August - December while he was not PCI compliant.
  

  
  

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair 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.

  On December 4th 2022 TSYS/Global Payments accidentally double charged almost 100 of my customers. I did not know this and began receiving calls about double charges. When I contacted TSYS/Global Payments they denied any problem and told my customers to go ask their bank. A week later the complaint started pouring in I contacted TSYS/Global Payments again and again they denied the issue. I went on their website and actually found a number of duplicates and pointed them out to TSYS/Global Payments. When I did this the tech support technician pretended to suddenly find the duplicates and admitted the problem. TSYS/Global Payments Chargeback Department's suggestion was to just let all the customers get angry call in complaints and they would reverse the charges. I explained this was a terrible idea and I wanted the charges reverse immediately. They finally admitted that they were actually secretly reversing the charges all this time without telling me. Admitting that they knew there was a duplicate problem and just denying it when I called. Here are the problems. They knew there was a duplicate issue and did not admit it. They even went as far as denying it when I called. They were secretly reversing the charges without telling me which is against their policy. They suggested I just let the customers get angry and reverse the charges and maybe the ones that didn't find the duplicate I just got to keep the money. Very unscrupulous. I am curious how many other people they've done this to as I can understand why they would try to hide the fact that this happened in the first place.

  

  Business Response

  Date: 01/20/2023

  Our research found that a duplicate batch of 98 credit card transactions, originally settled out on 12/3/2022, were also settled on 12/4/2022 with transactions from that day when presented via a 3rd party POS system, used by our mutual client. 

  This was not initially flagged on our side and so when the client, *****************************, called in, he was misinformed about those transactions. Unfortunately, it wasnt until we started to receive disputed transactions (in the form of chargebacks) from credit card holders who had duplicate deductions withdrawn, that what had occurred with those batches in early December became apparent. 

  All of the transactions have now been reversed and so there should be no additional concerns with disputes from credit card holders. As some of the transactions were already processed as chargebacks, totaling $146.41 (for 8 transactions minus the 3 that were resolved), we will provide a one time credit in the amount of $300 to cover those transaction amounts and the associated fees. The *** deposit should deposit into Mr. ******** account in a few business days. 

  An email was sent to the client today with the above information, as well.
  

  
  

  Customer Answer

  Date: 01/21/2023

   
  Complaint: 18693540
  
  I am rejecting this response because: Not only have they NOT given any explanation for the secretive removal of money from my bank account but they CONTINUE to remove money from my bank account that they ALREADY returned to the customer. Please contact me ************************ to discuss a proper course of action. ************
  
  Sincerely,
  
  *************************

  ************

  

  Business Response

  Date: 01/25/2023

  We reached out to the client, ******************, and spoke with him about his concerns with the amount provided to cover the disputed transactions ($300)  and how the process for credit card holders to dispute transactions works in the credit card industry. While he indicated he doesnt agree that the process generally defaults to the credit card holder for disputes, he does understand it.
  

  He did ask for an additional credit to cover the annual fee charged to his account recently and we agreed to provide an additional credit in the amount of $300 to offset that fee, though we are unable to remove the fee. 

  Additionally, the client requested that we have the chargeback notices sent to him that he didnt initially get pertaining to the duplicate batch. We have requested that information be sent to him by our *********************** The client did confirm that he is now getting chargeback notifications to the updated email address on file with our company. 

  We have sent an email to the client, following up on the above, as well.
  

  
  

  Customer Answer

  Date: 01/28/2023

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

• Initial Complaint

  Date:01/05/2023

  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.

  ON DECEMBER 23, 2022 I RECEIVED NOTIFICATION THAT A HARD INQUIRY HAD BEEN PLACED ON MY CREDIT REPORT THROUGH TRANSUNION BY TSYS. I CONTACTED TRANSUNION TO ADVISE I HAD NOT GIVEN AUTHORIZATION FOR MY CREDIT TO BE PULLED AND I DID NOT KNOW THIS COMPANY, NOR HAVE HAD ANY DEALINGS WITH THEM. ********** SAID TO PUT A FRAUD ALERT ON MY CREDIT REPORT AND FREEZE MY CREDIT AND CONTACT THE COMPANY TO REQUEST THE HARD INQUIRY BE REMOVED. I HAVE CONTACTED THE COMPANY NUMEROUS TIMES VIA EMAIL, PHONE AND SOCIAL MEDIA. I HAD ONE PERSON RETURN MY CALL YESTERDAY. SHE WAS NOT IN ***************** AND COULD NOT REMOVE THE INQUIRY. SHE ALSO CONTINUED TO ASK FOR MY CUSTOMER NUMBER. SHE DID NOT SEEM TO UNDERSTAND I AM NOT A CUSTOMER OF TSYS EVEN THOUGH I EXPLAINED THAT NUMEROUS TIMES. I WANT THIS HARD CREDIT INQUIRY REMOVED AS IT HAS CAUSED MY CREDIT SCORE TO DROP AND IT SHOULD HAVE NEVER OCCURRED IN THE FIRST PLACE AS I DID NOT AUTHORIZE IT. I WOULD LIKE TO KNOW HOW IT HAPPENED AND WHY? THIS IS FRAUD AND YET THE RISK MANAGEMENT DIVISION OF THIS COMPANY REFUSES TO CONTACT ME. I NEED SOMEONE FROM THE CORPORATION WHO IS LOCATED IN ***************** TO DO SOMETHING ABOUT THIS.

  

  Business Response

  Date: 01/18/2023

  After receiving an email from **************, it was determined that our company would request to have the hard inquiry credit check removed by TransUnion. That request to remove the inquiry was accepted by TransUnion. Please note, it can take up to 30 days before ************** sees the removal from his credit report.

• Initial Complaint

  Date:01/05/2023

  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.

  Hello,My name is *****************************, I represent Eyes On ***************, P.A. merchant account number ************* We have ********************** as merchant account provider on our Authorize.net account.We received an invoice payment from our customer on 12/20/2022, the money never settled in our account(we never saw the money)On 05/01/2023 global payments debited the customer payment from our account and debited a chargeback fee also, that is basically stealing our money.Global Payments kept our customers money, and our money also.

  

  Business Response

  Date: 01/12/2023

  We cannot locate this account within the Global Payments organization. Is it possible that the account number provided is an auth.net MID and that they should be reaching out to them? If not, please provide the Global Payments merchant ID number so we can further assist. 

• Initial Complaint

  Date:01/04/2023

  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.

  Over the past couple months after attempting to cancel services with global payments, multiple times over the phone and following the directions from the customer service representative that I talk to I was unable to stop global payments from charging me fees outside of transactions taken through them. Upon signing up it was my understanding I would not be charged any fees to take credit cards through my integration with JobNimbus, and the 3% fee that they charge would be taken from the customer. Over the course of the majority of this past fiscal year having use them I have continuously been charged miscellaneous fees, ranging from service fees, to compliance fees and even debit card fees. I tried to cancel with them at the first part of November, and was told that it would be successful then charged fees that month. Therefore I I tried to cancel with them at the first part of November and was told that it would be successful then charged fees that month. Therefore I called again. It was then supposed to be canceled yet in December over $300 was taken from my account again. I called again and the lady told me that it would be canceled and I just received another transaction from them taking $74.95 from my account. I have disputed both the December and January transaction with my bank, and what I need right now is to have my subscription with that company fully canceled, the transactions from December and January refunded to me and I no longer want to do business with this company. They have not been helpful, they have put me on a run around, tried to sidestep me, canceling offering other things, etc. Their refusal to simply cancel with me has cost me money and time. This company has been taking fees out for the better part of this past fiscal year and no matter how compliant I try to be they continue to take varying fees out of my account. Theres no set number it goes anywhere from $15-$500 and more , you never know when its gonna come out or how much it will be

  

  Business Response

  Date: 01/10/2023

  After reviewing the account we found that the merchant called in June and spoke to our corporate team. He was transferred to our team to discuss fees, but did not request to close at that time. We have no record of any further calls until 12/2/2022. Our records also indicate that he continued processing transactions until November 26th. We will not be able to refund his November statement fees. He did request to close on 12/2/2022, but the incorrect form was sent to him. We will be refunding his December fee due to this error. We will reach out to the merchant to inform him of this. The next record we have that he contacted us was on 1/4/2023. We sent him the closure form to fill out. He filled it out and sent it back that same day. The account is now closed in all systems.

• Initial Complaint

  Date:01/04/2023

  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.

  -I had a merchant processing account back in 2018 with Merchant Warehouse. They were shortly acquired by ***** and now TSYS acquired them etc.- I canceled merchant services with ***** in May 2019 -Since May 2019 they were debiting my **** of America account for random/unknown fees. -The fee amounts really varies (see pdfs)-Jan 3 2023, I called TSYS which appears to be the company that now is running the ************** When I told the associate what was going on he immediately canceled my accounts. I told them I canceled them back in 2019 so no idea why they would be active today. Also, I have no account access to those accounts. For example prior to calling TSYS, I went to their portal and entered my email address and tried to reset passwords/login usernames and the system reported "No user found". So if I "had" an active account why would their own system say "No user found" that would mean I had no access to their systems. Also with the transition to TSYS I never signed any renew/contract. I had no idea who TSYS was until I googled that Cayan was acquired.-I just filed report (jan 4 2023 9am) with **** of America for the current year fees so I am trying to get back the fees from May 2019 till Jan 2022.Overall I am looking to get back all unauthorized fees from May 2019 till today. Since I had "0" access to Cayan/TSYS and haven't received a single email or letter about all these charges since May 2019 that account was not authorized as it wasn't in anyway in my ability to access it or be aware it was active.

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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 12/21/22 $475.00 was stolen from my ProPay account by some sort of malware attack (or so that is what I am hearing). I filed a complaint the same day the funds were stolen with ProPay, my local police department, and the agency I work for that deposits funds into this account. As of today 1/3/23 I have not been refunded my money, nor have I been provided any specifics as to what happened with my account, or when my funds will be returned to me. I know that I am not the only person who was impacted by this because one of the customer service agents implied multiple accounts had been impacted. My money should have been refunded to my account already regardless of what or where their investigation is. These were funds that were earned for work done and I am not responsible for their system being attached by malware and them not having the security to thwart the attack.

  

  Business Response

  Date: 01/18/2023

  We are still currently conducting a Root Cause Analysis (RCA) of this Account Take Over event that occurred. This is a large-scale project with several teams involved, and it will take some time to dissect how the fraud was perpetrated.  We will make sure to send out updates to the customers impacted by this issue once we have any updates to provide.  

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18676199
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/23/2023

  We cannot reply to this response as it is blank with no context. We kindly request the customer to re-send the response so we can take action appropriately.

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18676199
  
  I am rejecting this response because it has been over a month since the funds were taken from my account. If this were a legitimate institution my funds would have be refunded to me while they sorted our their issue with their system. Not penalize me for someone breaching their security. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/27/2022

  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 hired Global payments for credit card processing. After receiving non functioning equipment three times and spending much time in support we had to manually enter credit cards because the machines did not work. Then after manually entering too many cards our account was put on hold and we were unable to get in touch with the person who contacted us. As it turns out, she was on vacation. Since couild not contact that department we reached out to tech support again and finally received a working machine. Despite this all our funds are still on hold. We have jumped through hoops and spent literally hours on the phone (I just spent almost 2 hours on the phone with no resolution, despite the fact that it was clear that they had made a mistake- not us.) We just opened and this is devastating. I was told the problem was fixed *****, and that is when they finally sent a working card reader. I have multiple case numbers. This is taking our hard earned money illegally and holding it for their error. The risk person finally returned my call today (8 days later), she was extremely rude and threatening and lied saying she had left 3 messages, i said this is the first call we have had from you and she replied she had been on vacation. Told on herself for lying on the spot. This is the person responsible for putting our account on hold.

  

  Business Response

  Date: 12/30/2022

  12/29/2022
  Better Business Bureau Inc.
  Case Number: 06378258
  Consumer Name: *************************
  Merchant ID number: *************
  Dear BBB Customer Relations Advocate,
  I reached out to merchant, spoke first with owner *************************
  Merchant was understandably upset with regards to the issues that had happened with the devices and held funds
  I updated him that the held funds had been released and that in addition we would be refunding the surcharges for the difference between what they were charged for keyed trx versus what the *** rates would have been.
  Merchant provided me with Rhondas cell phone number as she has been handling everything
  Reached out and spoke with ******
  Apologized profusely and empathized for the issues that she has gone through
  Talked about my role in GPI and how much I wish we could have met prior to this becoming such a huge problem for her
  Merchant thanked me for validating her and what she had gone through
  I updated her on the status of the funds as well as the refund we were issuing on their surcharges
  I also sent her a brief email with my contact information so that she can reach out to me directly if they run into any issues during the account closure process, as *** was firmly decided in closing the account.
  
  
  

  Customer Answer

  Date: 12/30/2022

  I appreciate that we have finally received a response and apology. However, refunding surcharges only is not sufficient for the time incurred and difficulty that we have endured since hiring global pay ments- never having working equipment from day one and then being penalized for it. We had customers have to leave and come back with another form of payment. I estimate I spent approximately 14 hours on the phone with tech support in total in our 2 months with global payment. I lost 3 nights of sleep while not knowing whether all our checks were going to bounce. And it took filing this complaint to get any response and help.

  Our money was held for two weeks and we were unable to purchase parts and equipment due to lack of funds. Any and all fees charged by global payments as well as any fees incurred due to this holding of our funds should be refunded. 

  *******************************, Lliberty Auto Works

  

  Business Response

  Date: 01/10/2023

  I updated the customer on the status of the funds as well as the refund we were issuing on their surcharges. I also sent her a brief email with my contact information so that she can reach out to me directly if they run into any issues during the account closure process, as *** was firmly decided on closing the account.  I worked with my management and we agreed on a further credit for the merchant.  I reached out and spoke with ******, letting her know that a further credit would be issued as a courtesy due to the troubles that they had had in their experience. 
  She accepted this credit.
  
  

  Customer Answer

  Date: 01/13/2023

  After going through our bank account information it turns out that we have been charged $453 by global payments instead of issuing any refunds. We received our approx. $6000 in funds on Dec. 29, 14 days after it was put on hold, then 5 days later were charged the $453. I was told we would receive a refund of all additional fees charged for manually entering credit cards plus $150 refund for the withholding of our funds. I sent in a cancellation of our account and shipped their equipment back to them. We have received no notification of receipt of the cancellation, no notification of the receipt of the hardware and we have not received any refunds whatsoever but instead have been charged more fees. 

  

  Business Response

  Date: 01/23/2023

  We worked with *********** and have verified the account is closed. The *********** representative also sent out a verification email to the merchant on this. 
  

  We also told our finance department to redirect the refunds to be issued as an EFT rather than a statement credit since the account is closed. 
  

  We emailed the merchant an update on the status of these items once we confirmed everything. 
  

  
  

  Customer Answer

  Date: 01/23/2023

  The last email we received was on January 2, here is what is said (copied and pasted):

  
  Account Closure Form Submission
  Below is the information you submitted to ***********************************************************************
  Your submission has been received and we will be working to close your account as quickly as possible. Please understand that we are unable to schedule the date on which this account closure request is completed. Be aware that any submissions within the last 3-5 business days of the end of the month may not be processed before the start of the next billing cycle. After your account is closed you will receive one more billing statement showing the fee you paid for the previous month. If you change your mind within 6 months and would like to come back to OpenEdge, there would be no further paperwork required to re-activate your account. Just give our ********************** a call at ************** opt 3 and let us know you would like to reopen your account.

  We have not received notice of the account being closed, and were overcharged and no refunds have been sent. So far we have only received words. I did try to contact the representative for Global payments as they have received the equipment and the account closure form but have not heard back. Until all is resolved I do not feel comfortable to close this. 

  

  Business Response

  Date: 01/27/2023

  After referring to our email records, it appears the email address we sent our initial response to had a typo, which may explain why the merchant did not receive any communication from **. We have forwarded the previous email along with our apology to both of the email addresses listed on the merchants account.

  Customer Answer

  Date: 01/27/2023

  We continue to wait for the promised refunds of additional fees plus the $150 refund. I just checked our bank account. Nothing has been received.