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

  689 W Fisher Rd Post Falls, ID 83854-9427

• 

  Heartland Payment Systems, LLC

  PO Box 1512 Pearl City, HI 96782-8512

• 

  Global Payments, Inc.

  2054 Westport Center Dr Saint Louis, MO 63146-3564

• 

  Heartland Payment Systems, LLC

  3624 South Ave W Missoula, MT 59804

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:01/02/2025

  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.

• Initial Complaint

  Date:12/23/2024

  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 am not liable for this debt with 1stprogress/****/vt I do not have a contract with the collection agency trying to collect and report this to my credit report. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 01/31/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22717021
  Consumer Name: ****** *****
  Merchant ID number: N/A
  

  Dear BBB Customer Relations Advocate,
  

  The Escalations Team tried to identify an account that was associated with ****** ******* information, but we couldn't find any account on our end.
  

  We reached out to the requestor by phone, but the phone number provided was not in service. Therefore, we have sent multiple emails to the requestor, but there has been no response.
  

  Global Payments understands the importance of this issue and its implications. We would greatly appreciate any additional information to allow us to effectively address and resolve the situation.
  
  Best Regards,
  Global Payments - Escalations Team

• Initial Complaint

  Date:12/06/2024

  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.

  Global Payments has repeatedly failed to provide functioning credit card processing equipment to my business, Dr. ********** despite numerous attempts to resolve the issue. This has resulted in significant financial losses and disruption to our operations.The problems began on 12/3/2024 when our existing hardware malfunctioned. Global Payments' customer support attributed the issue to a required software update that we were never informed about.Despite assurances of prompt delivery, the replacement hardware was first never received next day in the morning as promised on 12/4/2024 and the following attempts were repeatedly sent to incorrect addresses. The first replacement, received on 12/5/2024, was also unusable as it was not encrypted. A second attempt to deliver a functional device on 12/6/2024 also resulted in an incorrect delivery address and not found a said ********** date, 12/6/2024, we still have not received functioning equipment from Global Payments. This lack of service has caused significant financial losses due to our inability to process credit card payments, and it has disrupted our daily operations and impacted our ability to serve our clients.Despite multiple calls and attempts to rectify the situation, Global Payments has failed to provide a timely and effective solution. This demonstrates a pattern of poor customer service, negligence, and a failure to fulfill their contractual obligations.We seek the BBB's assistance in obtaining a functioning device, an explanation for these repeated errors, and compensation for the losses and inconvenience caused by Global Payments' negligence.

  

  Business Response

  Date: 01/02/2025

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22652026 
  Consumer Name: ****** ********
  Merchant ID number: *************
  

  Dear BBB Customer Relations Advocate,
  

  ********************** - OpenEdge has received a BBB complaint regarding the account above. In review of the account, we have identified that this merchant has been in business with us since 9/26/2022. 
  

  On 12/3/2024 the merchant called in due to their card reader not working and it was determined that the device needed to be swapped. The merchant called back in on 12/4/2024 when the new card reader wasn't delivered and we found that the hardware order wasn't properly submitted. The new card reader was delivered on 12/5/2024 but it was found to be defective and another swap was issued the same day. The merchant called in on 12/6/2024 and informed us that the address the previous card readers had been sent to was for one of their other locations that we have on file. On 12/6/2024 we ordered a new card reader and sent it to the address that the merchant requested. The merchant called in on 12/8/2024 to set up the new device.
  
  We contacted the merchant on 12/24/2024 and their card reader wasn't having any problems and there were no other outstanding issues. Please consider this case resolved.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am now forceably with this merchant services company after being with mainstream for years with not one problem. This company bought them or something, not sure, but somehow I am now there customer without my knowlegde. I called one day to ask about statements not coming and asking abouta fee last month (******) I was told it was a one time fee for account maintenance and that the rest was going to remain the same. I relented to that and continue on. Now this month another fee, ******. They say all this was sent on a statement, which i have no access too. They signed me up to look online, and you can never see the statements. The profile just continues to load until it times out. I was never emailed, mailed or notified of new charges. My agreement with mainstream was no fees, passing all the fees to the customer on the machine (3.25%) Now to cancel the new company, who i didn't sign up Global wants an early cancellation machine. Their blantant lack of information to people they are steadily making money off of is unethical. I have never dealt with a company with such poor commumication and sad customer service. They are not able to resolve anything for you without calling back in ***** hours. I would like to have my plan back to the way it was with my agreement signed with **********, with no fees, or you can cancel my plan with no cancelation fees, because I did not sign an agreement with your company.

  

  Business Response

  Date: 12/23/2024

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22643648 
  Consumer Name: ***** *****
  Merchant ID number: **************
  

  Dear BBB Customer Relations Advocate,
  
  Upon further review, this Mainstream account was impacted by the infrastructure fee last October. This is also included on the list of accounts where fee increase was done in error for transactions effective November 1. Their pricing will be rolled back and fee difference will be refunded on their December and January statements. There was a repricing case opened for this merchant as well last December 5 for the same complaint (08109612). 

  We already reached out to the merchant and shared the feedback. The merchant acknowledged the update.
  

  Thanks,
  TSYS Merchant Solutions - *****

• Initial Complaint

  Date:12/02/2024

  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.

  Slamming - TSYS Merchant Services snuck in thousands of dollars in excessive fees and charges for transactions. Prior rate used to have charges of ~4-5% of total transactions processed but recent bills were more like 10%.

  

  Business Response

  Date: 12/10/2024

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22630150 
  Consumer Name: ****** ******
  Merchant ID number: **************
  

  Dear BBB Customer Relations Advocate,
  

  Mr. ****** is not listed as an authorized contact on Merchant ID **************, nor does the phone number or email match what we have on file for the business. As such, we will not be able to discuss fees or refunds with him. Please note that all merchant fees and notices of increases are always communicated at the bottom of each months statement, which has been sent to the business address that we have on file each month. According to the terms and conditions of their contract, the merchant has up to 60 days to notify us of any billing errors and dispute any charges. 
  
  Best Regards,
  TSYS Customer Care

• Initial Complaint

  Date:11/19/2024

  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 *************** took over my credit card procesing sometime last year or beyond with out my knowledge. I've had the same processing account for 22 years and recently over the last 2 years or so, I've started getting a $125 charge per month for PCI Compliance. I was never notified about this. Once I discovered this, I spent hours on the phone resoving this issue only to be charged continuously month after month. The link to pci compliance on their website brings you to a page that is incorrect and doesn't accept your user name or password. To get to the proper site, I had to spend more hours on the phone in order to follow their compliance procedures. In October I was also charged an Infrastructure Upgrade Fee of $229. I'm a tiny business with $2000 or less charges per month and a multimillion dollar company is charging me for their Infrastructure Upgrades. The agreed to give me back 3 months of the compliance fees but I've been paying them all year. The company only provides three months of statements on their website as well. I would appreciate any help you can offer to get a full refund for something that should be done automatically or not at all.

  

  Business Response

  Date: 12/16/2024

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22578429
  Consumer Name: ******** ******
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  ********************** - Cayan has received a BBB complaint regarding the account above. In review of the account, we have identified that this merchant has been in business with us since 4/17/2015. On a case created on 10/22 the merchant agreed to a 3 month PCI non-compliance refund. This is typically the highest refund we provide. We are reviewing again to see if any other refunds should be made to the merchant at this time. We will contact the merchant with our findings by 12/18. Thank you.
  
  Best Regards,
  Global Payments - Cayan

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22578429
  
  I am rejecting this response because: I have sttill not received a $275 refund for infrastructure upgrade fee I was promised, and I was only refunded three months of pci compliance fees instead of 8 months worth at $125 per month.  I was still being charged after I spent over 10 hours on the phone with their different departments trying to be in compliance.  Their website link to the compliance section of their website does not work, forcing customers to call in, only to be sent back and forth from the compliance **** to the customer service **** over and over in a never ending loop.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 12/24/2024

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22578429 
  Consumer Name: ******** ******
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,

  ********************** - Cayan has received a BBB complaint regarding the account above. The customer rejected our response regarding an additional review. The reason for the rejection provided by the merchant was because, I have still not received a $275 refund for infrastructure upgrade fee I was promised, and I was only refunded three months of pci compliance fees instead of 8 months worth at $125 per month.
  

  In the previous response, we stated we would review further to see if there were any other refunds that should be made to this client. Upon further review, an additional $50 was issued as a courtesy. However, looking back in the history of the account, this ********************** is again not PCI compliant despite knowing since December 2023 that this needs to occur to avoid non compliance fees. The merchant was compliant for the first quarter of 2024 and failed to maintain compliance past that point.
  

  The refunds provided thus far for this year have been $1729 in total. To avoid noncompliance fees the merchant needs to become compliant. No further refunds will be performed beyond the last $50 amount. For any additional refund requests, the matter will need to be brought up with the merchant's 3rd party sales agent, ******* ******. 
  

  Best Regards,
  Global Payments - Cayan

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22578429
  
  I am rejecting this response because: I have tried multiple times to stay pci compliant, but when clicking on pci compliance on their website the link brings you to a page you can not log into.  Then I spent multiple hours on the phone going between their customer service department and pci compliance department with no resolution.  customer service tells you to speakl to pci compliance and pci compliance says to speak to customer service because its a password issue that never gets resolved.  it is a never ending loop that never ended.  I have now canceled my account with them so current pci compliance is not an issue.  i moved to a different processor that does not run this pci compliance scam.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began receiving a varying monthly charge in June 2023 from a source I was not familiar with. I thought it was an extension of my square payment processing. It was a deduction from my account that varied each month. After stopping my square account, the charges kept coming. My bank saw the deductions, but could not stop them as they were an auto deduct. After tracking down the "******** DEBIT GLOBAL STL ****" (from bank statement) via ****** searches, I find that this is a company called Cayan Merchant Services. They do not supply a service to me. After numerous calls to their company, they state that they are part of cayan payment processing. I have used Square for my payment processing for years. They sent me an APPLICATION from 2018. It had my personal information, but was NOT signed by me. I was told they could not provide a service since we sold CBD. There were no further communications since 2018! All of the sudden in 2023, they began taking a draw from my account monthly. The amount varied from $296 to $696 for a total of $4,902.60 and kept hitting my account after I closed my store. That is how it became apparent they were offering NO SERVICE, but billing regardless. After NUMEROUS calls to track what this expense was, I received a call stating they would not refund any of the funds. They also cannot supply what the service is. Their advise to me was "get an attorney." Typically, merchant services such as square charge a % of each transaction. NO transactions went through their system and they refuse to send me any follow up other than a contract from 2018 that was not signed by me. I applied and was denied. When I asked for itemization of charges, they just said no and provided their legal department number. I am attaching the application that had my personal info. It was declined in 2018 yet billing all of the sudden began in June 2023. They will supply no audit of what charges are.

  

  Business Response

  Date: 12/03/2024

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22571993 
  Consumer Name: **** **** *****-***
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Cayan has received a BBB complaint regarding the account above. In review of the account, we have found the account was approved on July 3rd, 2018. At the time of account approval, the products and services described were for selling t-shirts, books, and other similar products. At the time of approval pictures of products were sent prior to approval. No reference to *** related products are made. Further investigation into the account indicated credit card transactional activity as well as the merchant calling on multiple occasions into the contact center asking for assistance. Examples of specific subjects and correlating call dates are listed below:
  

  7/13/2018 - Call to remove tax prompt on credit card terminal Model Verifone VX520 
  7/18/2018 - Call inquiry from the merchant about a partial authorization on a transaction
  8/10/2018 - Credit card terminal technical support assistance
  8/23/2018 Inquiry about processing a refund for a customer over charge
  9/10/2018 Transaction reconciliation assistance
  

  We provided the merchant with the signed contract at which point the merchant claimed that the signature was forged by someone and that her identify was stolen without any supporting evidence.
  

  Until such evidence is provided the contract is considered valid and no refund will be provided. 
  

  Per terms and conditions of the signed contract, merchants need to notify the business that they would like to cancel their account. The account will be closed moving forward and no other debits will be made to the account.
  

  Best Regards,
  Global Payments - Cayan

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22571993
  
  I am rejecting this response because:

  1. All of this correspondence is from 2018. There was NO communication until 2023, when they began charging OUT OF THE BLUE, with no correspondence for over FIVE years. 

  2. The document provided from 2018, as I said, was Never signed by myself. I was told we would not be accepted as a vendor via phone and I never heard from them for five years, then I began getting a monthly bill although NO service was provided. 

  3. ***** refuses to supply itemized billing of what services were provided/billed. The amount fluctuates per month, but no billing or invoices were ever provided. 

  4. I have been with ****** as a payment processor for years. They charge me a % per transaction. Cayan can show NO PROOF of any service being provided. They have done nothing for me, and I can show itemized billing from Square for payments processed during this since 2018 - proving that ***** was not ever my payment processor. 

  5. I will be happy to file a complaint with the police department, as this is theft. There is ZERO correspondence for five years and then sudden monthly withdrawals of over $4,900. 

  This needs to be resolved before further legal action is taken. My accountant is requesting I resolve this before processing 2024 taxes. 

  
  Sincerely,
  
  **** Beth *************

  

  Business Response

  Date: 12/16/2024

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 22571993 
  Consumer Name: **** **** *****-***
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Cayan has received the responses from the merchant for the BBB complaint regarding the account above. The ********************** statements and their respective responses are as follows:

  Merchant Statements
  All of this correspondence is from 2018. There was NO communication until 2023, when they began charging OUT OF THE BLUE, with no correspondence for over FIVE years. 

   The document provided from 2018, as I said, was Never signed by myself. I was told we would not be accepted as a vendor via phone and I never heard from them for five years, then I began getting a monthly bill although NO service was provided. 

  Response
  The examples provided were a rebuttal to the original statements made in the complaint. 
  They do not supply a service to me. After numerous calls to their company, they state that they are part of cayan payment processing. I have used Square for my payment processing for years. They sent me an APPLICATION from 2018. It had my personal information, but was NOT signed by me.
  These were historical notes showing the merchant was calling into our contact center asking for assistance. Therefore the merchant was indeed aware of their account setup as they were actively processing transactions through *****. Otherwise someone signed for the account as well as provided ACH account information processed transactions, and received funds. 
  

  Merchant Statement
  Cayan refuses to supply itemized billing of what services were provided/billed. The amount fluctuates per month, but no billing or invoices were ever provided. 
  

  Response
  Statements are available through our portal. We are able to supply statements through at least 2022. We will furnish these to the merchant at the email address provided on the merchant account. 
  

  Merchant Statement
  I have been with Square as a payment processor for years. They charge me a % per transaction. Cayan can show NO PROOF of any service being provided. They have done nothing for me, and I can show itemized billing from Square for payments processed during this since 2018 - proving that ***** was not ever my payment processor. 
  

  Response
  Proof was provided in the form of the merchant contacting our customer service teams on multiple occasions. Not contacting our service team does not mean services for processing werent rendered, it implies that no support was needed by the merchant.  
  

  Merchant Statement
  5. I will be happy to file a complaint with the police department, as this is theft. There is ZERO correspondence for five years and then sudden monthly withdrawals of over $4,900. 
  This needs to be resolved before further legal action is taken. My accountant is requesting I resolve this before processing 2024 taxes. 
  

  Response
  We are unsure of what correspondence was expected from Global Payments Cayan. Statements are provided via our portal along with any industry or account related notifications. 
  

  To reiterate, we provided the merchant with the signed contract at which point the merchant claimed that the signature was forged by someone and that her identity was stolen without any supporting evidence. We do suggest contacting the police department if this is the case.
  

  However, until such evidence is provided, the contract is considered valid and no refund will be provided. Per terms and conditions of the signed contract, merchants need to notify the business that they would like to cancel their account. The account will be closed moving forward and no other debits will be made to the account.
  

  Best Regards,
  Global Payments - Cayan

• Initial Complaint

  Date:11/14/2024

  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 MERCHANT SOLUTIONS, LLC DBA GLOBAL PAYMENTS is forcing me to sign an indemification document and pay over $2,000 to transfer my customers credit card tokens to a new credit card processor. Good Morning ***,I just called and left you a voicemail to discuss this. In order to move forward with the data migration the Indemnification Agreement must be signed. **** does not offer any alternative options. The migration fee of $750 plus $1.25 per record would need to be paid as well.If you have any questions, please call the *** Support line at ************* and reference ticket #******.Gabby Causa | Merchant Services *******************************Hi Gabby,I'm hoping you can clarify a few points regarding the agreement for token transfer. Am I required to sign this indemnification agreement and pay the $750 fee plus $1.25 per record in order to receive my clients' tokens? Specifically, Im looking to understand if there are alternative options for completing the transfer without signing the indemnification agreement. Some of the language in the agreement is concerning. For example, it would seem that TYSY should be responsible for ensuring the secure and safe transfer of tokens to Data Cap. Yet, the indemnity clause includes language suggesting that I would bear responsibility for "all actions, causes of action, lawsuits, claims, and demands which [I] may now have or may ever have, arising out of or in any way relating to any and all injuries and damages of any and every kind relating to the Transfer or use of the Data after the Transfer." This raises concerns for me as a small business owner, as I lack the resources to absorb any claims, costs, or liabilities tied to potential errors on ****'s part.Additionally, the indemnification appears one-sided, where I would assume all financial risk with limited say in the process. This structure doesnt provide much confidence or fairness, especially given the significant fees associated. Best, ***

  

  Business Response

  Date: 11/19/2024

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

  Dear BBB Customer Relations Advocate,
  

  We are writing in response to the complaint filed by ****** ****** regarding case #********. We appreciate the opportunity to address this matter and provide clarification. 
  

  Upon receiving the complaint, we promptly reviewed the issues Mr. ****** states he has surrounding our external data migration process. Specifically, Mr. ****** disagrees with some of the language in the indemnification agreement because it is one-sided and TSYS/Global Payments is not assuming any of the financial risk. In this case, this is a hold harmless agreement. It is there to do specifically what Mr. ****** is contesting which is exempt TSYS/Global Payments from liability. It is industry standard practice to sign this type of indemnification agreement when migrating tokens to a new processor. 
  

  Mr. ****** also wanted to know if there were alternative options to signing the indemnification agreement. For TSYS/Global Payments to be involved, the fees and the indemnification agreement are non-negotiable and must be completed before any tokens will be transferred. TSYS/Global Payments ensures all data migrations meet ************************** Security Standards. This takes four to six weeks and involves multiple departments to ensure standards are met and tokens are safely and successfully transferred. Alternatively, Mr. ****** could contact customers to update their payment information with the new processor. 
  

  We attempted to outreach Mr. ****** to discuss this at ************, and each time the phone disconnected after five rings. There was not an option to leave a voicemail. If Mr. ****** wishes to discontinue the data migration he has in process, he should contact the ************************** (ICS) Support Line at ************** as we are the payment processor for this ICS account. 
  

  Thank You,
  TSYS Customer Care

• Initial Complaint

  Date:11/03/2024

  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.

  We purchased computers from the company. Paid to have the installed. Paid for an extended warranty. They dropped the computers. Never set them up. We pay over $100 a month for customer service that is rude and never solves any problems. I fix them all myself with a simple ****** search. Now they are trying to charge us twice for an app. And no one wants to help or fix the problem.

  

  Business Response

  Date: 11/18/2024

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number:  22506855
  Consumer Name: ******* ******
  Merchant ID number: Unable to locate
  

  Dear BBB Customer Relations Advocate,
  

  We are currently attempting to locate the merchant using the provided contact information. Our database searches have not yielded any results for this merchant. We also called the provided phone number but were unable to make contact; a voicemail was left with our best contact number for a return call. Additionally, an email was sent to the provided address, requesting a response. We are eagerly awaiting their reply to offer further assistance.

• Initial Complaint

  Date:09/24/2024

  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.

  In May 2024, we decided to close our bankcard processing account with Cayan/**********************/TSYS, as our local bank began providing those services. While we were a C/GP/**** customer, several changes occurred in their company structure and banking partner(s), each bringing contractual document(s) of its own. As a result, the process for closing an account was ambiguous at best. We called ********************** per their billing statement, and after a few transfers, we supposedly reached the right department, and requested our account be closed.Their *** advised that due to having card activity in the May billing cycle, we would be charged for the full month's fees, but then the account would be deactivated at month's end. We agreed with that arrangement. When our bank account was charged for May's statement balance, we assumed the process was complete.Then came a bill for June, which had NO card activity, but all other service fees were applied, totaling $240.10. Our owner called to inquire about this. The *** he spoke with confirmed there had been no further activity since our original notice to cancel, and she advised that she had resolved the issue and credit for the fees would be forthcoming.Instead of the promised credit, on August 2 our bank account was charged AGAIN, for ************ fees, in the amount of $236.85! We called again that day, spoke to another **** ***. He confirmed he could see notes of our prior calls and cancellation request, and the submittal for it to be done, "but for whatever reason, it didn't go through." He had us complete a new Cancellation Request form and we returned it to him via email that afternoon.On August 13, we followed up via email with the same ***, and he verified the account was closed on August 6th. To date, however, we have not received the refund of June/July fees due and promised to us, in the amount of $476.95. At the very least, this is SHODDY BUSINESS PRACTICES!

  

  Business Response

  Date: 10/03/2024

  Global Payments, Inc.
  ****************
  *****************
  *****************************
  
  Better Business Bureau Inc.
  Case Number: 2332466
  Consumer Name: ****** *******
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  Hello, thanks for reaching out, after further review, we have refunded $476.95 to the merchants account, as the account remained opened after it needed to be closed.

  Customer Answer

  Date: 10/04/2024

   
  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,
  
  ****** *******