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:04/18/2025

  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.

  Global Payments (TSYS) has increased their rates from .10 that we had to .85 in November 2024 and again to 1.75 in March 2025. This is equivalent to thousands of dollars in increased merchant fees. Their notification of the last increase was issued in February of 2025 which allowed for termination of service within 30 days after the March statement. Thus, a business was forced to pay the additional fees for the month of March before ************** other words, since it was on the February statement, we didn't know they were increasing fees until transactions in March were already occurring under the increased rate.

  

  Business Response

  Date: 04/29/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23222240
  Consumer Name: ****** ****
  Merchant ID number: ***************** 5436845560066077
  

  Dear BBB Customer Relations Advocate,
  

  This complaint, filed by Mr. ***** states that Global Payments, notification of the last increase was issued in February of 2025 which allowed for termination of service within 30 days after the March statement. Thus, a business was forced to pay the additional fees for the month of March before terminating. In other words, since it was on the February statement, we didn't know they were increasing fees until transactions in March were already occurring under the increased rate.
  

  While we certainly do understand his feelings about the recent rate increase, this statement is incorrect. This merchants ******* billing statement for both accounts (received during the first week of February, 2025) states, Periodically we review credit card processing costs to account for, among other factors, cost increases, investment in new technologies and the maintenance of high service levels. This is to advise you that to this end and pursuant to your contract with us, you may notice new fees and/or changes in certain areas of your rates and fees effective March ******. Additional detail of the potential increases will be explained on your February 2025 statement. Please review your merchant statement carefully to make certain you are aware of any changes. If you object to these fees, you may terminate your agreement without penalty by providing written notice in accordance with your agreement within 30 days of the date of the statement containing this fee. As a reminder, please note that you must provide notice of any errors, improper changes or other issues with your merchant statement within 30 days of the date of the merchant statement. This statement was delivered well before the new rates went into effect.
  

  In addition to the statement message above, this merchant received his statement in the first week of March detailing the increases in fees. He could have given us a call at any time to close his account, and avoid additional fees, but waited until April 21st, 2025.  
  

  At this time, a billing adjustment is not forthcoming as ample notice was given that fees were increasing. We attempted to outreach Mr. **** and left a message with this information. 
  

  Sincerely,
  ***** ******
  Supervisor, Contact Center
  

• Initial Complaint

  Date:04/14/2025

  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.

  This company charged us for "Technology Fee" of $499.00 in March. The company states that the fee is allowed because there was a warning of the fee on the previous statement. The same thing happened in Oct. 2024. There was an "Infrastructure Fee" of $229.00. There was no mention of an upcoming fee on the Sept. statement. The statements are not delivered to me by **** or email. Since this is a credit card processing company they have direct access to my checking account. I want other businesses to know that ***** has the ability to charge their account with any fee "they" deem appropriate at any time with no recourse. I have called Cayan, and was told that the fee was not refundable with no explanation why the customer was paying outrageous, arbitrary fees for "Infrastructure Upgrades" or "Technology Fees." If this is not illegal, it should be.

  

  Business Response

  Date: 04/24/2025

  All communication regarding upcoming fees/rate changes with us or the major card brands will always be 30 to 60 days in advance, on the bottom of the statement. Your August 2024 statement is where we notified you of the upcoming one-time charge for the Infrastructure Upgrade Fee and mentioned that it would be applied to your October 2024 statement. See below the message that was on your August 2024 statement regarding the Infrastructure Upgrade Fee: 
  You may see a line item for a one-time 2024 Infrastructure Upgrade Fee of $229.00 on your October 2024 statement. The fee will appear on your merchant statement as 'Infrastructure Upgrade Fee'. Please review your merchant statement carefully to make certain you are aware of any changes and contact us with any questions. If you object to this fee, you may terminate your agreement without penalty by providing written notice in accordance with your agreement within 120 days of the date of the invoice containing this fee. As a reminder, please note that you must provide notice of any errors, improper charges or other issues with your merchant statement within 90 days of the date of the merchant statement. 
  

  Same goes for the one-time charge for the Technology Fee that was applied to your March 2025 statement, we notified you on the bottom of your February 2025 statement. See below the message that was on your February 2025 statement regarding the Technology Fee: 
  YOU MAY SEE A LINE ITEM FOR A ONE-TIME 2025 TECHNOLOGY *** OF $499.00 ON YOUR MARCH 2025 STATEMENT. THE *** WILL APPEAR ON YOUR MERCHANT STATEMENT AS "TECHNOLOGY ***". PLEASE REVIEW YOUR MERCHANT STATEMENT CAREFULLY TO MAKE CERTAIN YOU ARE AWARE OF ANY CHANGES AND CONTACT US WITH ANY QUESTIONS. IF YOU OBJECT TO THIS ***, YOU MAY TERMINATE YOUR AGREEMENT WITHOUT PENALTY BY PROVIDING WRITTEN NOTICE IN ACCORDANCE WITH YOUR AGREEMENT WITHIN 120 DAYS OF THE DATE OF THE INVOICE CONTAINING THIS ***. AS A REMINDER, PLEASE NOTE THAT YOU MUST PROVIDE NOTICE OF ANY ERRORS, IMPROPER CHARGES OR OTHER ISSUES WITH YOUR MERCHANT STATEMENT WITHIN 30 DAYS OF THE DATE OF THE MERCHANT STATEMENT. 
  

  In our terms and conditions, we mention that rates/fees are subject to change. See below the section that mentions it: 
  19.4. The fees for Services set forth in this Agreement may be adjusted to reflect increases, or new fees imposed by *****************s, including without limitation, interchange, assessments and other ***************** fees, or to pass through increases or new fees charged to us by other Persons related to the Services. All such adjustments shall be your responsibility to pay and shall become effective upon the date any such change or addition is
  implemented by the applicable ***************** or other Person as specified in our notice to you. 
  19.5. Subject to Section 24.3, we may also increase our fees or add new fees for Services for any reason at any time, by notifying you thirty (30) days prior to the effective date of any such change or addition 
  

  As mentioned in prior communications, these fees are non-refundable. Therefore, we will not be issuing a refund for the Infrastructure Upgrade Fee nor the Technology Fee.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23204930
  
  I am rejecting this response because: I have requested that "Global" supply me with the contract that I signed that has the words that they state are included in it. I have also requested that they supply me with the address to submit the cancellation of their services. I have received neither. I do not receive notice that the statements are available for download, and they are not sent to me via email or ***** I was offered a $150.00 "Courtesy Refund," but only if I stayed with them as a customer. I think everyone who checks the ******************** should be able to see that "Global" can, and will, charge whatever fees they want, whenever they want, as long as they "warn" you on the bottom of the previous statement, and there is no recourse for the consumer.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/01/2025

  Regarding MID: 930553111144010 
  

  Your request for your contract has been submitted to be sent over to you via email. I have provided below the address as to where your requests for a closure of an account would go to (also stated at the top of every statement): 
  

  Attention: **************;
  ********************************************;
  *********************;
  

  You may also call our customer service line to request a closure at ************. 
  

  Your statements are available at the beginning of each month for the previous processing month and those are available on the online portal (****************************************). If you would like those statements to be mailed to you physically, that can be requested through the customer support team for an additional $2.50 per month. 
  

  As far as the $150 courtesy refund, that can be honored through accepting the Client Satisfaction Offer. If that offer is something you would like to accept, please contact the customer support team and they can assist with steps following that in order to get the offer in place and the courtesy refund on your way.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23204930
  
  I am rejecting this response because: I am not satisfied with their response. I have not received the contract by email or otherwise. I would like other customers that check the company's standing on BBB to be able to see that this company assess fees that can be excessive at any time with no recourse to the customer. The company's standing with ******************** is A+. I disagree, and I would at least like my complaint to be available to potential customers who check ******************** when deciding to consider signing a contract with this company. I do not expect a response from the business as we disagree on a resolution. Thank you.
  
  ******* ****

• Initial Complaint

  Date:04/08/2025

  Type:Order 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.

  Around October 2024 we got into a contract with this company. They shipped the terminal, but it was never installed. They said it will need to be replaced and send a different one that never happened. There were conversations and emails with ****** ******** and with ******* ******. My last email dated 10/14/2024 asking for an update after several attempts to find a solution was never answered, many other were answered before saying they were looking for a solution and to get an answer on how to proceed. We never received a response, instead I just found out this company charged my bank account several times on a monthly basis, for a total of $ ******. On top of that, when i called to cancel whatever this was I was told there is a $ 500 termination fee.Global Payments never installed the terminal, we never started the signed contract because they did not do their part.

  

  Business Response

  Date: 04/23/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 23178570
  Consumer Name: ***** ********
  Merchant ID number: *************
  

  Dear BBB Customer Relations Advocate,
  

  After review we found that most of the merchant's correspondence has been with their *************** the information provided in the complaint we sent them a device that wasn't compatible with their POS and they were not happy with what ************ offers so they requested to be set up as Standalone to process solely through Global Payments, not using any form of software. Per the merchant's complaint, we told them that, "it will need to be ***laced and send a different one that never happened." They also stated that they never received any further updates from their *************** did call in on September 19, 2024 stating that they needed to get their terminal set up so they could start processing and were transferred to their Sales *** at that time. 
  

  Currently we have received their closure form. The account has been closed and all billing has been stopped. The merchant is requesting to get refunded for all monthly fees as well as waiving the Early Termination Fee. We have already waived the *** as of 4/18/2025. I have added Sales as there is not much correspondence with *********** or Implementations. Below is the amount they are requesting to have refunded:

  
  11/24 14.75
  12/24 32.95
  1/25 127.90
  2/25 127.90
  3/25 127.90
  ____________
  Total 431.40
  

  This refund has been approved by our Sales Team and will be sent directly to the merchants bank account.

  Customer Answer

  Date: 04/25/2025

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

• Initial Complaint

  Date:02/26/2025

  Type:Order 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 originally entered into a 24-month contract with GlobalPayments Integrated for Merchant processing for an agreed rate of 1.25%. Contrary to the terms explicitly stated in our agreement, which I believed to be "locked in," I recently discovered that my rate was increased to 2.75% several months ago without my consent.Upon reviewing my statements, which I admittedly overlooked, assuming that the agreed terms would be honored. I contacted their customer service on February 14, 2025. The representative, named *****, acknowledged that the rate increase was a mistake on their part and referred me to their client advocate team. However, the response from the client advocate, ****** ****, was not only unhelpful but also misleading. He stated that rates are always subject to change and implied that the contract does not guarantee fixed rates, directly contradicting the terms of the agreement I signed.Additionally, I have been subjected to arbitrary and unexplained monthly fees, which, upon review, averaged an exorbitant additional charge of 6.34% per month. This significant financial burden appears to be part of a pattern of predatory and deceptive billing practices by GlobalPayments Integrated, as my research indicates that many other clients have experienced similar treatment.Despite acknowledging their error, GlobalPayments Integrated initially refused a refund but eventually proposed a $2,000 refund alongside an offer for a lower rate if I committed to another 24-month contract. Given their track record and disregard for contractual obligations, I am understandably hesitant to enter into another agreement with ******* a result of these actions, I have incurred over $10,000 in undue charges and am seeking a full refund. I urge the Better Business Bureau to intervene and hold GlobalPayments Integrated accountable for their unethical practices. Furthermore, I demand that they cease their predatory behavior and adhere to fair billing practices as required by law.

  

  Business Response

  Date: 03/06/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22991967
  Consumer Name: ***** ******
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  The contract, signed on 06/30/2016, does not state that the rates and fees are "locked in" or fixed. Per the Terms and Conditions found under the Merchant Service Program Terms and Conditions, Section 19.5, states that, "Subject to Section 24.3, we may also increase our fees or add new fees for Services for any reason at any time, by notifying you thirty (30) days prior to the effective date of any such change or addition."
  

  Regarding the Client Satisfaction Offer (CSO) signed by the merchant on 03/23/2023 states:
  

  "********* ("Cayan") values its merchant clients and strives to create mutually beneficial, long-term relationships with them. To that end, ***** offers you, the Merchant, the following terms. Accepting this offer will modify your Application for Merchant Card Processing ("Application") and Merchant Card Processing Agreement (the Application and the Card Processing Agreement are collectively referred to as the "Agreement") with Cayan so that the rate and fees provided for in the Fee Schedule of the Application are amended in accordance with the adjustments listed below (the "Amended Rates"). Capitalized terms not defined herein
  shall have the meaning given in the Agreement."
  

  "Contract Terms The Amended Rates will become effective on the first day of the calendar month of the Effective Date so long as this Client Satisfaction Offer is executed and received by Cayan by the 15th of the calendar month, otherwise the Amended Rates will be effective on the first day of the calendar month following the Effective Date. The Amended Rates are subject to the terms and conditions of the current version of the Agreement. All fees, rates, charges and other terms not otherwise revised per the Client Satisfaction Offer remain in full force and effect. Merchant agrees to extend the term of the Agreement for 24 months from the last date of
  execution below (the "Effective Date"). This time period will be referred to as the "Extended Term". 
  

  At the expiration of the Extended Term, the Agreement will automatically renew as per the terms of the Agreement for successive one-year periods (each a "Renewal Term", and collectively with the Initial Term and the Extended Term, the "Term"). Merchant agrees to pay the following account closure fees per terminating MID upon early termination of the Agreement: (a) $500.00 if terminated with more than 12 months remaining in the Term; or (b) $250.00 if terminated with 12 or fewer months remaining in the Term, or such portion of the foregoing as may be permitted by applicable law.

  All other terms and conditions of the Agreement remain unchanged. This Client Satisfaction Offer and the details contained herein are confidential and may not be discoled, displayed, or otherwise transmitted to any third party except to attorneys, accountants or other professional advisers as may be necessary to effect the purposes of this letter between the parties. By signing below, each party acknowledges that it has carefully read and fully understood this amendment , and each agrees to be bound by the terms of this amendment."
  

  These sections of the Client Satisfaction Offer, "Amended Rates are subject to the terms and conditions of the current version of the Agreement. All fees, rates, charges and other terms not otherwise revised per this Client Satisfaction Offer remain in full force and effect." and, "All other terms and conditions of the Agreement remain unchanged." outline that section 19.5 of the Merchant Service Program Terms and Conditions still applies even to amended rates and fees per the Client Satisfaction Offer.
  

  There are no provisions under the Agreement nor the Client Satisfaction Offer for rates and fees to be "locked in" or fixed.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22991967
  
  I am writing to formally respond to your rejection of the complaint I filed with the Better Business Bureau regarding our contractual dispute. This response aims to clarify the misleading aspects of your terms and the subsequent handling of our business relationship, which I believe demonstrates a disregard for customer satisfaction and transparency.
  

  The original contract signed on June 30, 2016, and the subsequent Client Satisfaction Offer dated March 23, 2023, do not provide clarity or assurance regarding "locked in" or "fixed" rates and fees. As per the Merchant Service Program Terms and Conditions, Section 19.5, you reserve the right to modify fees with thirty days' notice, which fundamentally contradicts the spirit of the Client Satisfaction Offer designed to ****** long-term merchant relationships.
  

  Your response to the BBB complaint seems to leverage the technicality of these terms while overlooking the broader issue of fair business practices and customer care. It's concerning that your approach to contractual amendments appears designed to benefit your position while placing undue burden and surprise costs on your clients.
  

  Furthermore, the lack of transparency and the complexity of the terms related to fee adjustments and renewals contribute to an environment where clients may feel misled or trapped. This is not conducive to the "mutually beneficial, long-term relationships" that ********* claims to strive for.

  It is disheartening that our relationship has reached this juncture, especially considering the potential for a mutually beneficial arrangement. However, the handling of this matter suggests a prioritization of profit over client care, which is supported by similar grievances noted in other customer testimonials and reviews that indicate a pattern of potentially deceitful business practices.

  I urge you to reconsider the terms and handling of our agreement and to engage in a more equitable and transparent dialogue. My goal is a resolution that respects the interests of both parties and upholds the integrity of our business interactions.

  
  Thank you for your attention to this matter. I look forward to your prompt and considerate response.
  

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

  

  Business Response

  Date: 03/13/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22991967
  Consumer Name: ***** ******
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  As stated in our previous response, there were no mention or claims to offer any locked in/fixed rates and fees in our contract or addendum. These terms and conditions outline that we reserve the right to add and change fees as needed and that we must provide 30 days notice which we did at the bottom of all merchant processing statements of the changes that are to occur. 
  

  Client Satisfaction Offers do not change these terms and conditions of the original agreement and are meant to lower per item and/or base rate charges for each of the card brands that are processed by merchants. While we always attempt to lower these per item and/or base rate charges when requested, these changes are still subject to the changes regarding rates and fees, which is found on the original agreement terms and conditions signed by each merchant when they set up an account with **********************.

  Customer Answer

  Date: 03/17/2025

   We reject your response regarding our complaint. While your terms and conditions may include a clause allowing fee adjustments with notice, the core issue remains: your business engaged in misleading practices by failing to disclose the full extent of potential increases and leading us to believe we were receiving stable and predictable rates.
  

  1. Misleading Representations Your verbal and/or written communications led us to reasonably believe that the fees and rates would remain stable beyond just short-term promotions. If this was not the case, clearer disclosures should have been made upfront.

  2. Unfair and Unilateral Fee Increases While you cite 30-day notices in merchant processing statements, such notices are often buried in fine print and not clearly communicated in a way that allows for meaningful customer action. This is not an acceptable or ethical business practice.

  3. Client Satisfaction Offers Do Not Justify Arbitrary Fee Hikes If your Client Satisfaction Offers are intended to help merchants save, but you still reserve the right to change fees at will, then these offers become illusory benefits rather than actual commitments. This contradicts reasonable consumer expectations and good faith business practices.
  

  4. Failure to Properly Notify and Obtain Explicit Consent A practice of merely including fee changes in processing statements without direct notification to the account holder undermines transparency. Major changes should require affirmative acknowledgment from clients rather than passive notification tactics.
  

  We request a full and fair resolution to this matter. If an acceptable resolution is not reached, we are prepared to escalate our complaint through additional consumer protection channels, including regulatory bodies and legal avenues.
  Please provide a revised response that directly addresses these concerns and proposes a fair resolution.
  

• Initial Complaint

  Date:02/07/2025

  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 was informed by my Merchant ******************************* ******* on 11-24-24 that they were being bought by Global Payments and my account would be transitioning to them. ******** **********, ******************** reached out to me with a contract that I filled out and there was a problem with my address of my business and her needing documentation of this. (I treat offenders and have permission to not list my address by the ******************************). It took 1.5 months for me to complete a rental agreement with the address for my office due to the owner being out of town. I turned this in with the address she requested and also asked for a fee schedule. She set up the account and asked that I log into the account which I did not because I did not have a schedule of fees and was not going to sign up until they were transparent about this. I sent a second email to ******** asking for a fee schedule on 2-5-25 with no response by her from either email. When I did not get a response about the fees, I hired another Merchant ******************************* I contacted ******* to notify them and also notified ******** on 2-5-25 that because there was not a fee schedule I would be cancelling the transition to them. On 2-3-25 and 2-4-25 I found several charges to my business account made by **************************************************** debit for $1246.83, 2-3-25 Cayan for .20, 2-3-25 Global St $256.20, 2-3-25 Global $151.83, 2-4-25 $1246.83credit, and two overdraft fees of $35 on 2-3-25 and 2-4-25.I emailed ******** to say the account never started and I wanted my money back with no response. I called Global Payments and spoke to customer service and then to refunds **** who informed me there was no account and they made a .20 deduction but did not take the other money. They offered no resolution or the name of their attorney for me to take them to small claims court to get the money totaling $1478.03 back. I would like the account cancelled and my money returned.

  

  Business Response

  Date: 03/06/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22914860
  Consumer Name: ****** ***** **** Llc
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  This merchant signed an agreement with the TSYS/Cayan platform on 10/01/2024. The account went live on 01/17/2025. The reason for the gap is due to needing address verification provided by the merchant which took time to get. The merchant signed the Merchant Processing Application and Agreement which does have a Fee Schedule on the agreement.
  

  The merchant needs to contact ********************** to close out their Cayan account and would need to consult with them regarding any refunds for the referenced account MID: ***************. There are no other accounts with the *********************** information on the TSYS/Cayan Platform. This account has only charged $0.20 for the Monthly Statement Fee and $10.66 for the ******************************* Fee.
  

  As for the other charges the Merchant mentions, those are coming from a different platform within Global Payments and the merchant will need to work with their bank to figure out the account MID that should be a part of the *** Debit Description. The merchant would then need to get in touch with the appropriate **************** team for those charges and follow the same process regarding cancellation and refund. ********************** can only assist for the charges we see mentioned herein.

• Initial Complaint

  Date:02/04/2025

  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.

  After stating that will be not temination fees from the **** with witness at my old office,they are charging me with $800 of termination fees (1-31-25)Also, I call in October to cancell the account because sold the business and never did. Charged me fotr November, Dec ember and January.Really unpolite on the phone.Tried to fix the issue but not result.

  

  Business Response

  Date: 02/20/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22896977
  Consumer Name: ******* Ghirimoldi
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Regarding account number ***************, there are no records of the merchant calling in to close this specific account as they had stated they did in October. We see that the merchant had reached out on 9/17/2024 to our Client Advocacy team and spoke with a Client Advocate regarding getting information on how to get the new business owner an account with us, but we do not see any record of information exchanged between the Client Advocate and the merchant on wanting to close the account referenced herein. We do see, however, that the merchant called on 01/17/2025 to close the account. There are no records between these two dates for any contact from the merchant in regards to any question, concern or issue. As we do not see any contact from the merchant to close the account prior to 01/17/2025, the account remained open per the terms and conditions of the agreement signed by the merchant to which states that it is the responsibility of the merchant to contact us when they decide they will no longer be using our services, or the account will continue to be billed for fees unrelated to active processing of transactions.
  

  Regarding the merchant stating they were informed that they were not going to be charged any Early Termination Fees, we see records on the case made to close the account, created on 01/17/2025, that the merchant was informed by the **************** representative that the ********************** would be billed for Early Termination Fees of $400.00 per active device platform, to which the merchant had 2 (two) active devices under contract which resulted in the $800.00 charge the merchant received. The records show that the merchant understood and agreed to these charges under the knowledge that they are valid charges due to the terms and conditions of the agreement the merchant signed.
  

  
  

• Initial Complaint

  Date:02/03/2025

  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.

  The company has charged excessive fees, changed their fees, and we were not aware of these changes. In addition, they have given confusing information about whether we needed one or two accounts, and we were charged for excessive fees on an additional account we did not use. We were charged PCI compliance fees for several years for two accounts when we only needed one account. We were notified via a "online billing system" that we did not know how to access.

  

  Business Response

  Date: 02/19/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22893699
  Consumer Name: ********* ***********
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  ********************** ID: *************** was in use by the merchant. The last time it was used was on 01/11/2022 and the account went live on 01/30/2020. At some point the merchant was using both accounts. 
  

  Merchant ID: *************** was refunded for non-processing in the amount of $2,058.00 which was agreed upon by the merchant and issued out by Cayan on 01/23/2025.
  

  In general regard to the fees mentioned in the BBB complaint, regardless of which account. The ********************** is responsible for checking their statements for anytime a fee is added or changed. As for the fees incurred on the account that wasnt used, the agreement they signed for each account does outline that there are fees that are not tied to active processing, fees like Annual Fees, *** Fees, Monthly Service Fees, Minimum Discount Due, etc. As for the *** Fees charged on either account, the ********************** is responsible for ensuring that they are compliant with the Payment Card Industry (***) on any active account whether actively being used or otherwise. It is also the responsibility of the merchant to contact us if they have any issues accessing any of our online portal systems, especially if they dont know how to access said systems.
  

  As for receiving information that confused them on if they needed two accounts or not, the ********************** still signed up for two accounts and had used both at one point, if the merchant decided later that they didnt need the second account, it is the **********************'s responsibility to contact **************** to close any account they are no longer going to be using.

  Customer Answer

  Date: 02/25/2025

  The problem we can report is that **** didn't notify us in some other fashion such as email, phone call, fax, letter, etc., in regard to being Non- PCI compliant, in some other way other than their own company statements via their own company portal.  *********************** was not notified that we were charged a penalty fee each month and we weren't notified that we should correct it and become PCI compliant, other than their own client portal system.  TSYS has our current emails on file, because we receive company emails from them as notification that they have batched payments, they have our address and could have sent an informational letter, they have our fax number to fax a document to let us know.  However, instead they kept charging the non-compliance fee.  On our end, yes, we should have found out about our statements on their portal, however we tried a number of times, but it was locked and we couldn't get access to it.  We could gain access on the portal to enter in and process a card manually, however, the "Account Billing" was blocked and we couldn't access the statements. How many other companies is this happening to?
  Also, due to the nature of our business, we do not swipe credit cards every time, we utilize a program called, Therapy Appointment, in which it "keeps" and "encrypts" our clients' cards and stores them "on file" in the system.  Changes Counseling, LLC processes a payment through the Therapy Appointment program or we login to enter in a credit card payment on their portal.    We didn't utilize swiped cards for 2/1/2 years, we manually entered the card into our program we use, called Therapy Appointment, therefore, we didn't end up needing 2 accounts, for over 2 and 1/2 years. During that time, we weren't using a whole other account, but we didn't realize it.   We had called several times to customer service, during this time frame, and no one let us know that we had an inactive account, when we called.   We went by their recommendation at the beginning of the contract that we needed 2 accounts, and in actuality, we only needed one.  They didn't notify us via a letter, fax, email, or even a phone call, or email from a representative, nor let us know when we called about a different situation, that we had an inactive account for over 2-1/2 years, that we were still paying on and accruing fees. 
  There seems to be no accountability on their end for charging extra fees.

  

  Business Response

  Date: 03/07/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22893699
  Consumer Name: ********* ***********
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  In regards to not receiving notifications about PCI, the Email Notifications is an optional service. 
  

  If the merchant wants to receive notifications regarding PCI via email, they need to communicate to us that they want to be opted in to that service. Per the Terms and Conditions, it is the merchant's responsibility to ensure they are completing PCI compliance on either a Semi-Annual or Annual basis (depending on account type).

• Initial Complaint

  Date:01/27/2025

  Type:Order 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 2022 this company reached out to say that there was a problem with my LLC. It didnt match the *** ********** problem, we sent the correct paperwork from the ***. We asked if this is sufficient enough to solve the problem? We were told yes. A month later they reached back out with the same problem. This continued into 2023 with correct paperwork given on multiple occasions. Global payments integrated realized it was a keystroke error on their end. At this point $158,000.00 was garnished and put in an account for the ***. This company then filed the paperwork incorrectly. This mistake sparked an audit with **************. The *** flagged me for Identity theft, which resulted in a meeting to show credentials and verify who I am. We are currently in financial trouble due to the $158K being garnished. They have basically washed their hands of this situation, with only communication being paperwork that is incorrect and I wish this didnt happen. This is a lot of money to be floating around and as a small business this has negatively impacted us.

  

  Business Response

  Date: 02/10/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22863703
  Consumer Name: ********************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  In reviewing the account, the ********************** was contacted multiple times in 2022 in an attempt to resolve a potential *** invalid status. Below are a list of attempts:
  

  First set of attempts in 2022 for contact
  First call 8/17/22
  Second call 8/30/22
  Final call 9/2/22
  Second call 9/8/22
  

  Second set of attempts in 2022 for contact
  First call 11/21/22
  Second call 11/22/22
  Third call 11/22/22
  Fourth call 11/25/22
  Fifth and first final call 11/29/22
  New first call 12/6/22
  Second call 12/7/22
  Third call 12/9/22
  Fourth call 12/12/22
  Fifth call 12/14/22
  Second final call 12/16/22
  

  Both attempts resulted in the merchant not filling out the documents as needed by the ***. At one point, the merchant stopped responding to our calls and emails. Once that happened, we tasked our Tier 2 team to perform recurring follow-up calls due to the active *** Invalid status. Our Tier 2 team reached out to the merchant and successfully connected on 4/17/2023 and we were able to fix the issue with their *** Filing name by 4/25/2023.

  Since the *** put the merchant on backup withholding and are holding funds, the merchant needs to work with the *** to get the backup withholding resolved and funds released. At this point, the merchant was advised on multiple occasions to contact the ***, most recent mention to have the merchant contact the *** was done January 18.

  The merchant MUST contact the *** to clear up the issue and receive their funds. Global Payments is not holding this merchant's funding. 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22863703
  
  I am rejecting this response because:

  I have evidence that I sent the correct paperwork to fix the issue November *******. I have evidence that correct paper work to fix the issue was also sent April 24, 2023. Multiple attempts have been made to fix the issue that Global Payments brought to my attention. The paperwork was accepted the first time with email evidence stating that the documents from the *** was sufficient enough to fix the issue. Yet Global Payments Integrated continued to garnish 24% of sales from a small business. Which totaled $158,629.37. 

  I have reached out to the *** by going in person to the *** office, I have used the Tax advocate agency, and I went to my local senator, all in hopes they could help me work with the *** under the direction of Global Payments Integrated. Every attempt to get these funds back have been met with "the *** says there is no money there".  Global Payments Integrated refuses to acknowledge the fact the *** is saying they have no money. A big company as this should be able to locate where these funds are, as they are the ones who garnished it. 

  
  Sincerely,
  
  ************** Dba: ********************

  

  Business Response

  Date: 02/17/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22863703
  Consumer Name: ********************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  In light of the new statements made by the merchant, we are reviewing further to determine if Global Payments is indeed holding funds, or if we can help the merchant retrieve it from the **** if applicable.

• Initial Complaint

  Date:01/02/2025

  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 14th, 2024, my credit card batch failed to settle for $726.24. Upon contacting customer support, I was informed that a specific transaction blocked the settlement. Attempts to resolve the issue were unsuccessful due to a broken button on the terminal.I delegated the matter to one of my employees, who, along with another employee and myself, has since made multiple calls to resolve this issue. Despite our efforts, we have received conflicting responses:1. We were initially told to call back after a specified period.2. We were told an email was going to management and we would receive a call back.3. Later, we were informed that the issue required the owner's input.4. Finally, we were told that no action could be taken for 24 hours.This has caused significant disruption to my business operations as these funds have been held by your company since December 14th without resolution. We were also promised callbacks that have not materialized, and there has been no clear timeline or commitment to resolving this issue.I am requesting immediate action to settle this batch and release the $726.24 that is rightfully mine. Additionally, I request better communication and accountability in resolving such issues in the future.Please address this matter promptly, as the delays are unacceptable and have caused unnecessary stress and inconvenience to my business.

  

  Business Response

  Date: 01/21/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22757084
  Consumer Name: ***** ****** (Rise And Shine Donuts)
  Merchant ID number:  **************

  Dear BBB Customer Relations Advocate,
  

  We are responding to the customers complaint regarding payment of funds owed in the amount of $726.24, damage to their *** terminal and also poor communication. We regret any inconvenience caused to the merchant and can provide the following information to address the concerns mentioned in the complaint.
  

  We have confirmed that the batch total in question of $726.74, not $726.24, was processed on January 2, 2025, and paid to the customer on January 6, 2025. We can also confirm that a *** device is being delivered to Rise and Shine Donuts on January 17, 2025, under tracking number 1ZHE94610316218496. Lastly, we have begun addressing the lack of urgency in this matter as we acknowledge an unacceptable delay in customer contact.
  

  We have attempted to call both the business number on file and to Mr. ****** to inform them of the payment of funds and also the delivery of the *** device without success. For record, the dates of the phone calls were January 13, January 14 and January 15 to the phone number on file *************) and on January 16 to ***** ****** *************).  
  

  On January 17, we were able to communicate and confirm that the funds were received and it was also communicated that a terminal would be delivered to the business location that day and that we would be addressing the poor communication to the customer with our team members. In the conversation, I also provided my direct phone number should there be any questions.
  
  Sincerely,
  Operations, Contact Center

• Initial Complaint

  Date:01/02/2025

  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 have 2 issues with GP:1. They charged us some non-compliant fees, we haven't received any communication before being charged that we need to complete any such training. they charged us $200 for 2 months and only after looking at the statements we were able to figure out that we needed to complete some training.2. They increased our fees without any prior indications. They are charging us doble the fees they were charging us before. No communication whatsoever about this.

  

  Business Response

  Date: 01/21/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22756839
  Consumer Name: ****** *******
  Merchant ID number:  *************
  

  Dear BBB Customer Relations Advocate,
  

  Thank you for reaching out regarding your refund request. Weve reviewed the details and would like to clarify the charges mentioned:
  PCI Compliance Fee: This fee is charged annually. As noted in prior communication when a similar inquiry was made last year, maintaining PCI compliance is a yearly requirement.
  Annual Reporting Fee: This standard fee covers the costs associated with tax reporting and transaction tracking for your business.
  

  These charges are legitimate and necessary for ongoing compliance and operational needs. If you have additional questions or need further clarification, please dont hesitate to contact our customer support team.
  

  We appreciate your understanding and value your business.