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:04/20/2024

  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.

  I closed the doors to my small business on 12/31/23 and discovered that I was still being charged merchant fees from EVO even though I hadn't processed any credit card transactions with them since 1/28/21. I had switched to another processor but didn't realize until I closed my business that EVO was still debiting my account each month. I originally signed a contract with *************** Systems who was bought out by EVO and now it's Global Payments, Inc. I called 2/2/24 and they refunded the fees for 2/1/24 in the amount of $344.33 but none of the other months. I've tried to resolve this directly with EVO multiple times as the initial contract I signed back in 2008 was for a 3-year term and doesn't contain any auto renewal language but they can't find record in their system that I cancelled. I've contacted our bank and they were able to refund three additional months but then stated they couldn't do anymore because of Regulation E section ****** and that I needed to go back and resolve with EVO which I did five more times on 2/28/24, 3/11/24, 3/29/24, 4/8/24 & 4/19/24. The remaining amount of the fees which total $4056.79 is what I'm requesting to be refunded. During the past three years (2021, 2022 & 2023) we didn't receive any statements, emails, phone calls, etc. regarding our merchant account or fees being charged. This type of business practice is unethical and they should not be allowed to continue to operate in that manner. Any help in reaching a settlement with them would be greatly appreciated. Thank you.

  

  Business Response

  Date: 05/14/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21601470 
  Consumer Name: *********************
  Merchant ID number: **********
  

  Dear BBB Customer Relations Advocate,
  

  In review of the BBB Complaint an open account was located. There are no notes indicating that the account was properly closed upon the last transaction. As stated in the complaint, the merchant switched processors, for this reason, the merchant would have been advised to send in a cancellation letter and would have been assessed the Early termination fee. If you have proof of closure please send it to ********************************** for review.
  

  At this time, a courtesy credit for the last 30 days has been provided, however any other credits are declined at this time.
  

  Best Regards,
  EVO Merchant

  Customer Answer

  Date: 05/20/2024

  Good Afternoon,

  As stated in my original complaint the initial merchant agreement was signed back in January of 2008 and was for a three-year term and does not contain any auto renewal language (copy attached), therefore no early termination fee would have been applicable if the account would have been closed back in January of 2021 after the last credit card transaction was processed with EVO.

  I understand that official notification should have been sent upon switching processors however EVO should have been required to send monthly statements with the fees and how they were calculated since there were no credit card transactions processed. I never received any type of communication from EVO. No statements, emails, letters or phone calls regarding my merchant account.

  From February 2021 through February 2024 for a three-year period monthly fees were withdrawn from my bank account in various amounts from $60.28 to $344.33 totaling over $4K, the referenced courtesy credit for the February 2024 fee of $344.33 was refunded however I believe the consumer protection law would require 60 days so the January 2024 fee of $265.28 should have also been refunded at that time.

  While I accept partial responsibility for not sending a written cancellation notice, EVO needs to take responsibility for not being transparent as they continued to withdraw the fees for a period of 3 years with no communication or detail of how they arrived at the monthly fees.

  I initially requested $4056.79 to be refunded but would be willing to settle for a lessor amount to acknowledge my responsibility in this matter. I would agree to the fees charged from February 2021 to February 2022 totaling $1064.63 and would respectfully request a refund for the remaining years in the amount of $2992.16. Thank you.

  

  Business Response

  Date: 05/28/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21601470
  Consumer Name: *********************
  Merchant ID number: ************
  

  Dear BBB Customer Relations Advocate,
  

  In review of the BBB complaint, we empathize with you on the continuous billing with zero processing. The contract attachment provided does not contain the terms and conditions. Terms and conditions were sent via the statement message in both 2018 and 2021, statements were made electronically as of 2015.
  

  In review of the billing 2021 you were charged $878.18, 2022 you were charged $1220.76 which in your complaint you stated you would accept those charges. 2024 we show the debit of $344.33 which has already been credited. 
  

  At this time, we will escalate 2023 in the amount of $2081.11 to Leadership for approval.
  

  Best regards,
  EVO Merchant Services

  Customer Answer

  Date: 06/03/2024

  Good Afternoon,

  Im willing to accept the proposed settlement amount of $2081.11. At this time I didnt accept or reject the response as they indicated it would be escalated to Leadership for approval. Once a decision is rendered then I can reply appropriately. Thank you.

  

  Business Response

  Date: 06/13/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21601470
  Consumer Name: *********************
  Merchant ID number: ************
  

  Dear BBB Customer Relations Advocate,
  

  We will be making contact with the merchant and confirmed billing and will be issuing credit.
  

  Best regards,
  EVO Merchant Services

  Customer Answer

  Date: 06/17/2024

   
  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 for the timely processing of agreed upon credit amount of $2081.11.
  EVO can reach me at my work at ************ or ************ between the hours of 7:30am & 5pm EST Monday through Friday. After hours at ************. Also via email at ************************

  Sincerely, 

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

• Initial Complaint

  Date:04/05/2024

  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.

  I was contracted with Global Payments, *** (prevously Cayan) through an online EMR system I used for my private counseling practice. I stopped using that EMR system in March of 2021, meaning that I was no longer utilizing Global Payments, Inc. for any services after that point. I noticed recently that Global Payments, Inc. has charged me a fee every single month from April 2021-present day ranging from $200-$600 per month. The total amount charged to me since I stopped using their services is $9056.01. I called today to cancel my account with them to stop receiving charges, and requested a refund for the full amount of $9056.01, as I did not authorize any of those charges, and never signed an agreement for those charges. I was told it was my responsibility to have canceled the account, which is something I see echoed in many of the complaints lodged against this company. I should never have been charged these fees to begin with. The agent told me that I could speak with their legal department, but as they did not have a phone number or email address they would need to give me a MAILING ADDRESS. I told them I would prefer to speak to a higher up to resolve the issue. He responded that all managers were in a meeting and would need to call me back. After reading the multiple complaints on BBB's website about the same issue, I have no confidence that my complaint will be resolved any other way. I demand a refund of the $9056.01 I have been charged fraudulently.

  

  Business Response

  Date: 04/26/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21535810
  Consumer Name: *********************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  I was able to connect with ********************* to discuss the refund she is requesting and also go over her account. ********************* did stop using the service she signed up to use back in 3/21 however, she never contacted *****/Global Payments Integrated to cancel her service.  =Per the terms and conditions she agreed to, she needed to notify us that she wished to close her account.  Her account is now closed per her request and the billing has stopped. I did offer ****** a refund of $2,006.75 for the most recent 6 months of service. I let her know that per her T&C she has 3 months to dispute any charge. She declined and decided that she will review the documents we discussed on the call that I will email to her and then will either accept the refund or contact her legal counsel.
  

  Global Payments ************************************ Manager

  Customer Answer

  Date: 04/28/2024

   
  Complaint: 21535810
  
  I am rejecting this response because: When Global Payments contacted me about a settlement, they stated that the charges I am disputing were part of the terms of our agreement.  I stated that I don't remember signing any sort of agreement to be responsible for these charges, and requested a copy of my signed terms and conditions. I was told that my legal counsel would need to contact their legal department for a copy of my signed agreement, but that they could provide me a document that listed their general terms and conditions.  This is ridiculous.  As the owner and agent for my business, I am entitled to these documents and they should be made readily available, IF they exist.  It seems to me like Global Payments is trying to keep from having to acknowledge that I never agreed to these charges in the first place.  Not a good look. 

  My demand remains the same-I am entitled to the full amount I initially requested, as I believe those charges were fraudulent.  

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

  

  Business Response

  Date: 05/01/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21535810
  Consumer Name: *********************
  Merchant ID number: ***************

  
  Dear BBB Customer Relations Advocate,
  ********************** is not able to produce a copy of the complainant's merchant application at this time. Hard copies of older applications are stored in a third party's off-site storage facility and are extremely difficult to retrieve. Global Payments, unfortunately, does not have digital copies of these documents.What we do know is that we began processing card transactions for the complainant in February 2015 through March 2021, that we deposited funds into a bank account owned by the complainant, and that we debited that same account for our fees. We also were provided a 1099-K form for the complainant which means we have the correct EIN or SSN for the complainant's business. Given these facts, it is not reasonable to assert that Global Payments fraudulently manufactured a relationship with the complainant. The reasonable explanation is that the complainant provided us with all of this information.
  Using the date when we first began processing transactions for the complainant, we know which version of our merchant terms in conditions were then in effect, and these are what we have shared with the complainant. If you do not want to accept the refund already offered of $2,006.75 please send us your attorney's information and we can have our legal department get in contact with them.

  
  Global Payments ************************************ Manager
  

  
  

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21535810
  
  I am rejecting this response because: the answer provided is not satisfactory and does not adequately address my original complaint.

  I have never disputed that the amounts I was charged by Global Payments, Inc. through March of 2021 were valid.  I used this company to process credit card payments for my small business.  However, once I stopped using this company for my credit card processing I should not have been charged anything.  They were not processing credit cards for me, but continued to charge me exorbitant fees ranging in amount between about $300 and $600 a month for every month.

  Global Payments, Inc. acknowledges that they are not able to provide any agreement signed by me allowing them to charge me these fees, yet they refuse to refund this money.  Additionally, I obtained absolutely no value from whatever service they are insisting I was charged for.  For these reasons, I assert that those charges are fraudulent and unethical.

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

  

  Business Response

  Date: 05/09/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21535810
  Consumer Name: *********************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  According to the terms and conditions that were agreed to upon opening your account, you must provide us notification if you wish to close your account. We have no record of receiving notice from you requesting your account closure prior to April 5, 2024. If you can provide us with a record indicating that you requested we close your account prior to April 5, 2024, we are happy to review. As we currently have no such documentation on file indicating that an account closure was previously requested, if you do not wish to accept the $2,006.75 courtesy refund that we are offering, please provide your attorney's information and we will have our legal team contact them for further discussion.
  

  Global Payments ************************************ Manager

  Customer Answer

  Date: 05/12/2024

   
  Complaint: 21535810
  
  I am rejecting this response because: Your response is a deflection that does not address my previous response.  

  I have already acknowledged that I did not realize I was continuously being charged by you until April 2024.  When I realized I was being charged every month, I called to cancel the account to stop it.

  You still will not provide any proof that I ever agreed to being charged for these monthly amounts in the first place.  This is at best bad business practices.  My initial contract should be readily available and you should be able to provide that for me, if it exists.  I believe I never agreed to these charges, and I derived absolutely no benefit or service from them, so it is absolutely reasonable that I be refunded the full amount I have requested. 

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

• Initial Complaint

  Date:04/04/2024

  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.

  Dates of transactions are on the attachment- Fraudulent account -Someone is using my information. Company has been withdrawing unauthorized payments from my bank account since June 2023 up until April 2024. Ive contacted there customer service department at *********** and there representatives are in the *********** and are not helpful at all. They referred me to ther legal department address **********************************

  

  Business Response

  Date: 04/26/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21530935
  Consumer Name: *************************
  Merchant ID number: ***************
  

  Dear BBB Customer Relations Advocate,
  

  I was not able to reach ************************* via phone or email to explain the situation and discuss the refund, but we have closed the account in question to stop any further billing. We have been blocked from the bank account we were debiting, so we have issued a check refund to the address in this complaint made out to ************************* in the requested amount of $4,239.35. The check will be mailed out on May 6th to the address below. 

  5619 Maverick Bend Ln
  ***********************
  

  Global Payments ************************************ Manager

• Initial Complaint

  Date:04/01/2024

  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.

  Evo/Global Payments charged $197.25 per month for services that were not being used. Their customer service representative stated original agreement was for three years and automatically rolls over each year. This is not stated in the contract, nor was I notified of these conditions.Spoke with customer service representative on 3/29/24 and 4/1/24.

  

  Business Response

  Date: 04/16/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: ******** 
  Consumer Name: *********************
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  In review of ********************* BBB Complaint, EVO/Global was able to locate an account with the ********************** ID above. The last transaction was in March 2023. As explained by our customer support teammates, our contracts all have an initial 3 years. This is followed by an automatic renewal if not closed 90 days prior to the anniversary date. The terms are outlined in Section 13 of the Terms and Conditions. The updated link was sent out via statement messages in December 2017 to January 2018 and again January 2021. 
  

  We have included the link *************************************************** to review. 
  

  At this time, the account has been closed without the $495.00 Early Termination Fee. All other credit requests have been declined. 
  

  We do show a debt of $227.25 owed for March 2023 billing that was rejected from the merchant's bank account. We will review to waive debt owed with confirmation of BBB complaint #******** reported as closed and resolved.
  

  Best Regards,
  EVO Merchant Services

• Initial Complaint

  Date:03/23/2024

  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.

  I held 2 merchant accounts with tsys, one through merchant lynx and another through lighthouse payments, The one through lighthouse payments was terminated on 1/24/2023 and there is are unpaid settlements totaling 16,159$, the one through lynx was around 11/30/2022 and they debited 7,000$ from my business bank account as well as withheld my final settlement of i believe 4,000$, its been long past the 180 day hold period and ive yet to receive my funds back the mid's were *************** and ****************

  

  Business Response

  Date: 04/17/2024

  Global Payments, Inc.
  3550 Lenox Rd NE
  *****************
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21476323
  Consumer Name: ****************
  Merchant ID number: ****************
  
  Dear BBB Customer Relations Advocate,
  

  This is in response to a complaint by ******************** alleging that Global Payments/**** had been holding funds from two accounts since November 2022. In speaking with Mr. ****** it was established that only the account listed above was a **** account and the other was through a different processor. The **** account was closed in January 2023 and **** held $14,123.18.
  

  Upon review, it was established that the waiting period had elapsed and the criteria had been met to release the held funds. We reached out again to Mr. ***** and he agreed to have a check sent to him for the held funds

• Initial Complaint

  Date:03/15/2024

  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.

  This business has been charging me fees for my account and not providing me notice or any statements. Until today I was only given access to my statement on authorize.net which showed monthly charges not exceeding $0.25. I inquired today 2/15 at 12:21 and was given online access to different statements by ************************* whereupon I finally saw all the fees including monthly minimum charges of which I had never been made aware as well as some annual fees. When I opened this particular account the sales rep assured me that I would be paying no additional fees. I asked ******* to cancel the account and was told that there is a $495 cancellation fee which again I had never been notified about. I request a refund of all fees assessed since the beginning of this year and closure of the account with no additional fees.

  

  Business Response

  Date: 03/14/2024

  
  After further review of the merchant account. I was able to identify the additional fees that were applied to the merchant account, which was due to activity on the account. Please know that Authorize .NET is a separate third party. Which we used to assist with processing your transactions, after authorizing the transaction we as the processor process the confirmation for funds being deposited into your account. Which then the funds are deposited into your account This is one of the reasons you received a separate billing statement from authorize.net and as well as (EVO/Global). We are able to go forward and honor no etf of $495.00( cancellation fee). However, I would like the merchant to confirm if the closure request still stands. This is due to, noticing processing and usage of the terminal recently as of January 2024, which leads to no credit. Please feel free to contact our Customer Support with any additional questions or concerns. Looking forward to resolving any additional matters in regards to the account. 

  

  Business Response

  Date: 04/10/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21298391
  Consumer Name: *****************************
  Merchant ID number: ************/ 273710156616 
  

  Dear BBB Customer Relations Advocate,
  

  After further review of the merchants account, we were able to identify the additional fees that were applied to the merchants account, which was due to activity on the account ************. Please know that Authorize.net is a separate, third party, which is used to assist with processing the merchants transactions. After authorizing the transactions, Global Payments as the processor processes the confirmation for funds being deposited into the merchants account. All billing with Authorize.net is separate from (EVO/Global). Due to the billing process, it requires cancellation with both Authorize.net and the processor. However, we have canceled the merchant account with no termination fee. At this time, the merchant accounts are closed with no further billing.

• Initial Complaint

  Date:03/13/2024

  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.

  Company continues to withdraw money from my account despite a cancellation of the policy over 6 months ago. They have said they would replace the money, but they have not. Another withdraw was made Monday March 11, 2024. They have not responded to any inquiry by phone or email. They have provided nothing indicating that the money was owed. I have even sent them their confirmation that the policy was canceled. Yet they continue to withdraw and do not follow through on replacing the money as they stated they would

  

  Business Response

  Date: 04/10/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21427467
  Consumer Name: ***********************
  Merchant ID number: **************, 39300980848856
  
  Dear BBB Customer Relations Advocate,
  

  This is in response to a complaint by Mr. *********************** alleging that Global Payments/TSYS continued to withdraw money from his account despite him canceling the policy over six months ago and that refunds have been promised, but not made. **************** is not listed as the business owner or as an authorized signer on either account.
  

  Each of the accounts in question was closed on February 20th, 2024. The refunds accepted by **************** for each account were $503.45 for the account ending in 8374 and $515.55 for the account ending in 8856. **************** told us he had yet to receive the $503.45 refund. This is due to this refund correctly going to the bank account that correlates to the account ending in 8374. **************** is requesting that we send this refund to the bank account for the account ending in 8856. He was advised that we did not receive any rejects for this credit and that he needs to speak with the signer on this account to reverse the credit and send it to another bank account.
  

  To determine which charges **************** is attempting to recoup, we attempted to contact him twice by phone at ************ and left a message for a callback each time. We also sent an email to ***************************** As **************** has not responded to our requests for clarification, there is nothing more we can do at this time.

• Initial Complaint

  Date:03/07/2024

  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.

  I started using Global Payments, *** as my credit card processor in 2020. Every year since then, I have had to call multiple times, leave messages and send email requests over several weeks to track down my 1099-K. I have not once received a hard copy by mail as is required by the **** I have had to have them send it via email weeks after it was supposed to be available. This year is no different and I started emailing on January 31st, again on February 14th, and again on February 28th, and finally again today March 7th. I received an email response from **** **** on February 28th saying the following: " Hello, We mailed all the 1099k to the merchants on January 21, 2024. We follow all the *** mandates. We do not have access until after 2/14 each year. This is a heavy call and email volume time of the year. Do you need your address updated so next year you can receive it through the mail?" That was the extent of her response and she did not include a copy of my 2023 1099-K, thus ignoring the whole point of me having to track it down from them each year. I responded that yes they could fix the address where they failed to add the suite number I provided them when I signed up, however, that wouldn't have prevented the postal service from delivering the letter had it actually been sent, since there are only 10 suites on this building and they have the business name on the letter. In 2021 I actually finally talked to someone on the phone and was told, that, oh yeah, we don't actually mail them out to the client. Whether or not that is true I don't know, but I do know I have never received a hard copy from the company. I am fed up with having to beg for a copy of my 1099-K 3 years in a row and will be looking for a new CC processor. Unfortunately I still need this year's copy and will likely have to go through this headache again next year for the months I have had to use them thus far in 2024.Merchant ID *************

  

  Business Response

  Date: 04/03/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21401227
  Consumer Name: *****************************
  Merchant ID number: *************
  

  Dear BBB Customer Relations Advocate,
  

  We called and left ***************************** a voice message. We let her know that we have requested a copy of her 1099k to be sent to her. She was also provided the email address to request a copy ***********************************.  
  

  ***************************** has called into the call center several times requesting a copy but unfortunately the call center does not have the information requested. She has been provided the email several times to request the copy of the document. We will forward on the document when we receive it to the mailing address we have on file as well as her email *******************.
  
  *************************, Pllc *****************************
  ***************************************************************************************

• Initial Complaint

  Date:03/07/2024

  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.

  On 11/15/2016, I requested a cancellation of my account with this company. My merchant ID is ************. My new accountant recently flagged that I have been charged on average $200 a month for this service that I cancelled (the way it was set up was hard to identify). After tracking down that this was EVO Payments, I called the company who confirmed that I did cancel the account on 11/15/2016 and they would get back to me on a refund. After not receiving a return phone call, I reached out again. I was told to email ********************************************** After sending multiple emails with no response, I got bounced email notifications and no response.

  

  Business Response

  Date: 03/29/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21393469
  Consumer Name: *************************
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  After reviewing the merchants account, ************************** we were able to identify that we received a call from the merchant requesting closure on 11/17/2016. Required documentation needs to be provided in order to complete the process of closing out the account. Due to no closure documentation on file, we are unable to credit the merchant account. However, please provide any emails, or documents that show proof of closure being requested at this time.

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21393469
  
  I am rejecting this response because: 1) there is no proof that this documentation was not provided 2) there is proof however that the service was not used since that cancellation and 3) there is no excuse for not responding to any of my emails or phone calls and 4) There should be some compensation
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/10/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21393469
  Consumer Name: *************************
  Merchant ID number: ****************
  

  Dear BBB Customer Relations Advocate,
  

  In review of the recent BBB complaint rejection, we do show that a termination form was sent to email, ******************************* on 11/17/2016. We do not show the termination form was sent back to initiate the cancellation process. We do not show any contact made to us until 2024. The *** the merchant signed outlines the T&C that our company follows in order to meet our legal obligations. The terms state that the merchant must notify the company of asserted billing errors within 60 days. It is not part of our business model to reach out to merchants who are not processing monthly. Is there a reason why the billing was not caught in 2017 and after? The contact must be made from the owner to notify EVO. At this time, our decision remains to deny the credit amount in question. 
  

  As stated in the previous response, if the merchant is able to locate the termination letter and prove that it was sent back to the company for processing, we will continue to review the account. However, without proof, a decision has been made. 
  

  Best Regards
  EVO Merchant Services

• Initial Complaint

  Date:03/04/2024

  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.

  I received a call that this credit card processing company was closing my account in 2019. I found out that they were still charging me every month a $311 processing fee for the online account. This was never conveyed that there were 2 separate accounts, no statements were ever sent. I would like my money back for the last 4 years of fees.

  

  Business Response

  Date: 03/29/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21383266
  Consumer Name: *********************
  Merchant ID number: ***************

  
  Dear BBB Customer Relations Advocate, 

  After reviewing the account, we found that the merchant had two accounts with us, one opened in 2018 and the other in 2019. One was closed in 2019, and the other remained open as there was no request by the merchant to close it. We have offered a refund of $2,004.15 as the merchant has 90 days during which to notify us of billing discrepancies. The $2,004.15 is a refund for six months, three months beyond what we would normally issue according to the terms and conditions of the merchant's contract. The merchant has refused this refund. This is the maximum refund we can offer based on their contractual obligations. We have provided their contract for their legal counsel to review and they have the options to dispute their contract with our legal team.