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

  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:12/09/2022

  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.

  I have called this company dozens of times and spent many, many hours on the phone dealing with them, and as a result have lost a lot of money. I have talked to many people at this company in different departments about my problem. They have billed me for a long time with fraudulent charges for not being compliant for credit card processing. I am and have ALWAYS been compliant and have sent proof of this to many people, more than dozens of times, and it has been confirmed as received by multiple people, yet they STILL continue to charge me noncompliant fees. I have sent an email to their legal department requesting recordings of the phone calls, they responded saying they don't give those out without a court order. I have records of case numbers, names, I have kept all emails and can prove everything. When I call and give the case numbers to the person they have no record of that case number!!??? WHAT DO I HAVE TO DO TO GET THEM TO STOP CHARGING ME FRAUDULENTLY????

  

  Business Response

  Date: 12/28/2022

  Better Business Bureau Inc.
  Case Number: 06346420
  Consumer Name: ***************************
  Merchant ID number: *************
  Dear BBB Customer Relations Advocate,
  ******* was reached out on December 14th by *************************** a Client Advocate at Global Payments Integrated. **** first received a voicemail when he reached out to the merchant, but ******* did respond to an email made the same day. ******* responded the following:
    Hi ****,
  I appreciate the email, but no. I have wasted an absurd amount of my time with this issue and your company already. I'm done.
  
  -*******************************
  While this transpired **************** worked with our partners at Sysnet and they confirmed that  Jeremeys PCI standing was good until Febuaray 2023. 
  
  This is where we ran into problems with our migration to our new PCI partner ******. In the months between May and June we Migrated from Controlscan (which had this merchants PCI scan and FAQ results) to Sysnet. During this transition Sysnet required for all merchants to log into the new portal and confirm their information. This has never been done for Jeremeys account. 
  
  We can also confirm this because ******* was not charged a PCI NON COMPLIANCE FEE From March - May 2022. In March he was also issued a $390 Statement Credit for the months of April 2021 - February 2022.
  
  After the transition to our new partners at Sysnet in June he began being billed for non-compliance again due to the requirement at Sysnet that a merchant must log into their system to confirm their information. 
  
  *************************** Has attempted to contact the Merchant on December 14th, 22nd, and 28th however has not heard back from the merchant.
  
  On December 28th *************************** reached out to the merchant via phone but the merchant was not available to talk. **** sent ****** an email alsol with the resolution for the Non-PCI-compliance fee and also an offer to refund any Non-PCI-Compliance Fees assessed between June - December. As of now **** has not heard back from *************
  
  

• Initial Complaint

  Date:12/06/2022

  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.

  TSYS charged me a $169 "Infrastructure Upgrade Fee" on my November 2022 statement for payment processing. When I called to inquire about the charge on December 6, 2022, the representative informed me that my September 2022 statement had written in very small print that I "may" receive said charge of $169. That notice they gave was so small and vague and really makes no sense. I'm not sure why I should be responsible for upgrading their infrastructure. They are constantly tacking on these random fees which I must call and complain about very frequently. I have now decided to terminate their services for good, but want them to refund me the $169 fee.

  

  Business Response

  Date: 01/04/2023

  
  
  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpayments.com
  December 29th, 2022
  Better Business Bureau Inc.
  Case Number: 18532130
  Consumer Name: *************************
  Merchant ID number: **************
  Dear BBB Customer Relations Advocate,

  
  We were able to speak with ****************** on the phone today and had previously spoken with him on December 19th as well in regards to his

  complaint about the charge for the Infrastructure upgrade fee. Our primary
  method of communicating important information about merchant accounts and
  changes to billing is, and has been, via statement messages that are sent
  out each month. The Infrastructure Fee information was included in the
  September 2022 statement message, as ****************** acknowledged. This fee is
  non-refundable and ****************** chose to terminate his account with us with no
  penalty, as is his right according to his contract. We can verify his account
  is officially closed and he will receive no additional billing.
  

  
  

• Initial Complaint

  Date:11/07/2022

  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.

  Global Payments integrated forced us to make 2 accounts with them. Then they charge ** ***** for PCI non-compliance from both accounts. They switched PCI compliance companies and have charged us due to this. I was willing to pay the non-compliance for ONE account but not for 2, since they forced us to have 2 separate accounts.

  

  Business Response

  Date: 01/04/2023

  
  
  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpayments.com
  01/04/2023
  Better Business Bureau Inc.
  Case Number: 18370241
  Consumer Name: ***********************************
  Merchant ID number: *************, 8788240022198
  Dear BBB Customer Relations Advocate,
  *********************************** originally signed up for our services in August of 2020, and at that time only wanted to process online transactions, or E-Commerce. In November of 2020, they decided that they also wanted to handle in person transactions, or Retail. Because it is a different method of processing, it needed to have a different account created. This is why ******** has two different accounts. They did sign two different contracts for these two different accounts as well.
  
  When it comes to *** compliance, it is the merchants responsibility to maintain their compliance. We did change the *** provider we use in March of 2022, but the *** compliance did transfer over from the old *** provider to a new provider. ********* *** compliance expired in June of 2022, and she did not become compliant again until October of 2022. Per *** guidelines, both accounts are charged for non-compliance if both accounts are not compliant. We did refund a total of four months of *** non-compliance fees.
  
  *** stands for Payment Card Industry, and the credit card industry has rules and regulations that all merchants processing credit cards are held to.
  
  

• Initial Complaint

  Date:10/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up for Global Payments Processing a year and a half ago for multiple businesses that we own. One of those businesses has yet to be set up on the equipment provided and yet we are being charged from Credit card processing fees, even though they never set up their equipment.

  

  Business Response

  Date: 01/04/2023

  
  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpayments.com
  1/4/23
  Better Business Bureau Inc.
  Case Number:
  Consumer Name:
  Merchant ID number:
  Dear BBB Customer Relations Advocate,
  *********************** opened several accounts within Global Payments Integrated.  2 with our ************** and 2 with our ****************** On the accounts with our ************** the merchant(***********************) processed on both of the accounts he signed up for.  He was concerned about some fees (PCI) that had been charged and some of those fees were refunded at his request.  One of the Cayan accounts was closed and merged with the other to save him additional fees.  On the Openedge side, the merchant processed on 1 of the 2 accounts.  A refund was issued in June 2022 for fees from *************** however the account stayed open and continued to bill.  The additional refund from *************** has been issued to the merchant to refund the charges billed on the unused account with Openedge.  The merchant has been contacted about the refunds.
  
  

• Initial Complaint

  Date:10/24/2022

  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.

  On Oct 7th I called global payments because I noticed my grorgia lottery account had blocked me from transferring my winnings into my account. First of all they ran a hard inquiry on my file & didn't even tell me.. I checked my credit report after that and called them..they told me global payments would hv to send me a certified letter or email on why they even pulled it so I can start a dispute. Well when I asked the guy about it he said they don't do any hard ************* asked him why was it ran then on mines? He had no answer so that's issue #1. #2 is global payments are telling me I owe 13 transactions of $20 back from 2018. So I told them there has to be a mistake down the line somewhere. First of all why would you go that long and continue to let me use your online services if I had any check transactions that didn't go through? So all of this needs to come of and get straightened out asap. Plus globalpayments keep telling me I need to call GEORGIA LOTTERY TO SEE WHAT THEY SAY... WELL... I DID AND THEY TOLD ME NO GLOBAL PAYMENTS ARE THE ONLY ONES OR DEPARTMENT THAT CAN FIX THIS MESS. THEN THEY INFORMED ME THAT I HAD A RETURNED CHK FOR 50 DOLLARS FROM VEGAS IN 2018 THATS A LIE BECAUSE I HAVE NEVER BEEN TO ********* AND I DON'T EVEN HAVE A CHECKBOOK. PLEASE HELP ME TO CLEAR THIS UP AND REMOVE THE BLOCK OFF OF MY GEORGIA LOTTERY ACCOUNT. EVERY TIME I CALL GLOBAL PAYMENTS THEY TELL ME ITS BEING EXPEDITED BUT I NEVER SEE ANYTHING DONE!!!!!!!!!!! PLEASE SOMEBODY HELP ME ASAP!!!!!!!

  

  Business Response

  Date: 12/27/2022

  Better Business Bureau Inc.
  Case Number: 18304420
  Consumer Name: *********************

  
  Dear BBB Customer Relations *********************************************************** (GPGSI) is a third party payment processor.  We
  provide check and *** guarantee services to Gaming merchants that accept physical and
  electronic checks (***) for services throughout the U.S.  We received your correspondence
  and have reviewed the facts within our operating system.
  On 10.07.2022, Global Payments received a call from ********************* with a request to withdraw
  funds from GA Lottery using the *** method.
  ? The Global Payments *** Preferred *** method requires an approved *** Preferred
  account.
  ? As stated in the Terms of Service that are offered on GA Lottery when signing up for ***
  Preferred, enrollments with the ********************* require a ************* Inquiry.
  Global Payments performs only soft inquiries when reaching out to the credit bureaus.
  Consumers who want to remove the credit inquiry must reach out to the credit bureaus
  and inform them that they want to dispute the inquiry.
  ? At this time the *** Preferred Account is open to allow for withdrawing winnings from the
  GA Lottery site.
  ? GA Lottery has confirmed that there are 14 deposits made to their site using ***
  Preferred in September 2018 that have not been paid to GA Lottery. Global Payments is
  not collecting this debt, it will have to be taken care of with GA Lottery.
  
  We thank you very kindly for the opportunity that was created to address your concern. If you
  require any further assistance, please do not hesitate to contact us.
  
  Best Regards,
  *** Preferred
  Global Payments
  ************** - Customer Service

• Initial Complaint

  Date:10/24/2022

  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 were using global payments to clear our Credit Card payments. We called them to discontinue our relationship in June 2022. Subsequently we received invoices showing that Global payments had withdrawn monies (monthly fee) from my checking account for ***** July and August.We called them again in September and were only informed AT THAT TIME that we needed to fill out a form to discontinue services. The Global representative on that call also told my office manager that they had a record of the previous phone call informing them that we were discontinuing their services..We requested a refund and were told that the request would be forwarded to management and I would be contacted with an answer.No one ever did contact **** called back this morning and was told: A refund was not forthcoming, and that there was now no record of that initial phone call to sever our relationship.Global has $810.00 of my money, ($270 per month) and they took it without my consent.

  

  Business Response

  Date: 11/03/2022

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpayments.com
  11-3-2022
  Better Business Bureau Inc.
  Case Number: 18303764 
  Consumer Name:***********************
  Merchant ID ********************

  
  Dear BBB Customer Relations Advocate,

  
  The merchant contacted our corporate team on 4/12/22 and again on 4/13/22.  In both cases they asked to terminate their account and in both cases they were instructed to contact the *** team to request the closure. They were provided the phone number to call since they didnt want to be transferred due to high call volume.  This merchant did not call the *** number provided to request to close their account until 9/12/22 when they were sent the form to fill out to close their account.  Their account was closed on 9/13/22.  The merchant then requested a refund for the months they were billed due to not sending in a closure request.  They were told in order to review for a refund we would need a copy of their request they filled out to close their account since we had no record of receiving a request in writing per their contract.  The merchant was not willing to provide the request to close their account as requested.  
  

  
  

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18303764
  
  I am rejecting this response because:

  Back in April when we called to close our account, we were not told to call any other department within their company and we WERE NOT INFORMED that a written request was required.

  During our last phone call Global demanded to see a written request from April which I did not have since they did NOT INFORM us at that time that a written request was required. We called them in September when we noticed that they were still billing us a monthly fee for services. We did fill out the form at that time and they have that in their possession. 

  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 01/10/2023

  This case is still being researched and we will follow up soon with an update.

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18303764
  
  I am rejecting this response because:

  
  We contacted Global Payments in April 2022.  When we noticed in November that Global Payments was still charging for their services, we again called and were told at that time, FOR THE FIRST TIME, that we had to reach out to another department to effectuate this closure. When we requested a refund for the months of May through November, we were told that we would need a copy of their request filled out to close their account which I obviously do not have as we were never instructed to do that back in April.

  
  Global payments characterizes my inability to provide written proof as "The merchant was not willing to provide the request to close their account as requested" rather than , "The merchant is unable to..etc.",  due to the lack of proper instruction on their part back in April.

  
  In addition, I have been using Global Payments' services for several years, and each and every month there was activity on my account. with them. That stopped after our initial request for account closure. That, i feel makes it apparent that I was not using their services anymore. 

  
  Global Payments is using a bureaucratic glitch, and/or a miscommunication of instructions, as a poor excuse to keep hundreds of dollars of my money dishonestly.
  
  Sincerely,
  
  ***********************************
  

  

  Business Response

  Date: 01/18/2023

  We talked with *** regarding this issue.  We let *** know we will be refunding the months they did not use their account as they requested. 

  April - processing
  May - processing until  5/24/22
  June - refund
  July - refund
  August - refund
  September - Account closed no billing
  
  We missed ****** when we called but *** said she would let him know what we discussed. We sent a follow up email with the details and the amounts of the refund to ****** at ***************************** as *** requested.
  
  This has resolved the issue of being charged for months they did not use their account.
  

  
  

• Initial Complaint

  Date:10/22/2022

  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 are a small retail business that has used Cayan/TSYS payment processing since we opened in 2017. Until this year, we had been happy with the rates and the service. In early 2022, our effective card rate went from ~2% to ~4% WITHOUT OUR KNOWLEDGE. When I finally noticed this, 6 months later, I contacted *****/TSYS about it and they said "it was announced in the notes in your online statement." First of all, who reads the notes? Second of all, who logs in every month to look at online statements? I immediately requested a rate review and also researched other card processors. After much back and forth, I was finally able to reduce my rates back to where they were, so I decided to stay with *****/TSYS. In all, this underhanded rate increase ended up costing me $3000, and Cayan/TSYS was unwilling to credit any part of it back to me. **SHAME ON CAYAN/TSYS FOR ITS DECEPTIVE **** INCREASE PRACTICES. YOU SAY YOU ONE OF YOUR CORE VALUES IS "We demonstrate integrity and understand our stakeholders priorities." THE **** INCREASE YOU SURREPTICIOUSLY INSTITUTED THIS YEAR DOES NOT SHOW INTEGRITY AND CERTAINLY DOES NOT SHOW AN UNDERSTANDING OF SMALL BUSINESS PRIORITIES: COST CONTROL IN AN UNPREDICTABLE ECONOMIC ENVIRONMENT.

  

  Business Response

  Date: 11/09/2022

  Globalpayments.com
  11/9/2022
  Better Business Bureau Inc.
  Case Number: 18298759
  Consumer Name: *************************
  Merchant ID number: ***************
  Dear BBB Customer Relations Advocate,
  We reached out to the client on 11/7 in response to the complaint. Our team conducted a rate review for this client back on 9/22. We were able to get her in a better place with her pricing, however, she was still upset about the way rate increases were communicated. When following up, we educated her on the best practice to see this information. We were also able to resolve her concerns with how it was communicated. Additionally we made efforts of restitution that turned into a positive situation going forward to the point that the client will be removing this complaint from the BBB in the coming days. 
  Kind regards,
  
  

• Initial Complaint

  Date:10/09/2022

  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.

  On or about 09/14/2022 $250 was direct deposited from my payroll account to a netspend account using debit card **************** and ****************. On or about 09/21/2022 Amazon Prime attempted to deduct $149.06 from debit card **************** for an annual renewal. Netspend declined the transaction and issued an alert via text message. I did not recognize the charge and the card was suspended. After brief investigation I realized my mistake and used **************** (same netspend account) to authorize the transaction which was approved and the funds were deducted leaving approximately $150 remaining in the account. I attempted to access the netspend account but was refused access with a message to contact customer support. I contacted customer support and was instructed to email or fax images of my social security card and drivers license before access to the account would be granted. I refused since I believe this information is extremely sensitive and the means for data transfer netspend was requiring is not secure. I told netspend to close my account and refund the remaining funds to the address on record. I was told this would occur. As of today 9/09/2022 I have not received the funds and contacted netspend to inquire regarding status of the refund. I was informed that no refund would be issued until I submitted sensitive personal information via an insecure method. I believe this request from netspend is unreasonable, they can simply return the funds to the address of record from which the account was opened but are refusing to do so. Netspend has unlawfully converted my funds refusing me access to my money. I have demanded a refund and they have refused to do so. I believe this may be a scam or ploy to gain funds from unsuspecting consumers since netspend knows this is a small amount making legal action by victims unlikely.

  

  Business Response

  Date: 10/24/2022

  
  Better Business Bureau, Inc. 
  Case Number: 18189412 
  Consumer Name: ************************* Our Account Number: ********** 
  Sent Via: ******************** Web Portal 
  Date: 10.24.2022 
  Dear BBB Customer Relations Advocate, 
  09/12/2022 
  Global Payments ***** Services LLC Global Payments ******************** *********************************************************************************. 60714 
  
  Global Payments ******************** (GPGSI) is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients. Consumers are able to enroll in our VIP Preferred ***** Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service. Consumers who successfully enroll in our VIP program are granted a seven day, revolving check cashing limit. 

  
  Our records show that on September 28, 2022, our *************** Team placed a temporary restriction on your Account and requested that you send documentation to confirm your identity such as your government-issued photo identification, Social Security card, and proof of residency dated within 30 days. 

  
  When you contacted us on September 28, 2022, a member of our *************** Team asked that you send documentation to confirm your identity such as your government-issued photo identification, Social Security card, and proof of residency dated within 30 days. During this conversation, you declined to send the requested documentation and requested to close the Account. 

  
  In response to your complaint, a member of the ************************* contacted you to discuss and review the account. At your request, the account was closed on October 17, 2022, and the remaining account balance will be sent to you at the address on file. You should receive the check for the remaining balance of $200.00 within **** business days. 

  
  We thank you very kindly for the opportunity that was created to address your concern. If you require any further assistance, please do not hesitate to contact us. 

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

  
  

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service 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.

  Propay is a payment processing company. They are refusing to give me my money saying they need more information and I feel like they are vastly overstepping. They want to know how I know my customer, how I got the product to him, what his number is, why I charged $100 instead of $104. I am trying to get $223 released and they are refusing. This is obnoxious.

  

  Business Response

  Date: 10/05/2022

  Dear BBB Customer Relations Advocate,

  A hold was placed on Amys account on 09/08/2022 to review transaction number 6. We sent an email notifying her of the hold and requesting information regarding the transaction. We do random checks on accounts to watch for fraudulent activity and that merchants are not processing outside of the intended business model their account is signed up as. This transaction did not match a normal processing pattern that we would normally see for a **** *** consultant and deemed necessary for further investigation. Under ProPay's ******* Services Agreement found on our legal page, everyone agrees to follow section 5. COMPLIANCE WITH LAWS AND RULES which, in essence, states the merchant agrees to follow all card brand regulations and federal/state laws and that they will provide documents to show they are complying with those laws and regulations. ProPay is bound by our backing banks, card brand rules, and federal & state laws to review and investigate accounts and their transactions. Due to those institutions regularly monitoring ProPay, our affiliates and their merchants, our risk team must collect and prove that accounts are following the rules, regulations and policies set by them. The info we request is to prove, beyond a reasonable doubt, that that is not happening on the accounts and establishing what the merchants processing pattern will entail throughout their time processing with us.
  
  *** provided the needed information and documentation and the hold on her account was removed on 9/23/2022. Her funds have been released to her. 
  
  I spoke to *** on 09/27. She is aware the funds have been released and the issue resolved. 
  

  
  

  Customer Answer

  Date: 10/05/2022

   
  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:09/13/2022

  Type:Customer Service 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.

  1. At my Smog Shop business we had a few occurrence of credit card fraud which Tsys Risk deptt. blocked in May, June and then in July. The amounts of CC fraud is $30K+ and my business accounts did not get any money from this fraud and **** still charged me credit card fees.2. The CC fraud also did chargebacks which i was able to block from my bank 3. I have been calling **** **************** since June and have not got a call back from them or from anyone responsible despite my tries to escalate the issue towards resolution 4. At this point, I stopped using Tsys and moved credit card processing to anther company 5. I need Tsys to acknowledge the issue, resolve and then refund credit card fees owed. They took out $2638 and then $1100 from my account as credit card fees

  

  Business Response

  Date: 10/21/2022

  
  
  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpayments.com
  10-21-2022
  Better Business Bureau Inc.
  Case Number:18017986
  Consumer Name:***********************
  Merchant ID ***********************

  
  Dear BBB Customer Relations Advocate,

  
  After working directly with the client to better understand the concern and to resolve the funding/ fraud issues with all involved departments, we were able to determine an appropriate resolution. An amount of $2,505.73 was funded to the client on the 13th of October due to the fraud concern that occurred through the account. An additional courtesy credit in the amount of $400 has also been issued. This matter is considered to be closed with the clients agreement. 

  
  Thank you, 
  *************************;
  Manager, Operations
  *********************************************************
  

  
  

  Customer Answer

  Date: 10/21/2022

   
  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. I have not seen the mentioned credit yet in my account but I am hoping that it shows ** in the next week or so.
  
  Sincerely,
  
  ***********************