Complaints
This profile includes complaints for Global Payments, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 207 total complaints in the last 3 years.
- 39 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/01/2024
Type: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.
*********** account (anthem lighting *** dba *******) has been charged various amounts ranging from $300 to $600 monthly from Cayan Global wihtout any authorization on contract on our hand. We are unable to reach anyone at Cayan global to discuss the unauthorized charges. We have not agreed to any services with Cayan Global and would need someone to contact us immediately to solve this matter.
Business Response
Date: 03/22/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21373826
Consumer Name: ***************************
Merchant ID number: ***************Dear BBB Customer Relations Advocate,
We found the business had two accounts. One was closed while the other remained open. We have worked with the merchant to close their remaining account to stop the billing and agreed to refund the requested $3,371.50. We are awaiting the merchant to sign a settlement agreement agreeing to that amount and then will issue a check.
Thanks.
Initial Complaint
Date:03/01/2024
Type: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.
My husband and I own a small business and use Maverick the credit card processor as our means to process transactions. Unfortunately, TSYS is the chargeback company through this processor. I say unfortunately because this company has been extremely unprofessional, unethical, and ignorant to an issue that has been harming our company. We have had countless chargebacks; approximately over $200,000 of chargebacks and most of the chargebacks come when a customer receives their merchandise and then disputes the charge, saying they never received it. Despite us submitting evidence of signature, time of delivery, invoice, terms and conditions, and a detailed letter summarizing each specific transaction, TSYS denies our attempt at fighting the chargeback. On some of them we have fought the dispute several times, making it more and more clear of the fraudulence and TSYS fails to ***** us any wins despite these facts. On top of this, our representative for the processor reached out to TSYS and TSYS was unable to come to any beneficial solution for our company. We would like answers from this company to this situation as their means of business practice have been unethical and unprofessional. We will be forced to take legal action if this issue is not addressed appropriately. Providing substantial proof in these cases is clearly not enough to win the dispute, so again, we would like CLEAR answers in a resolution to this situation.Business Response
Date: 03/22/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: #********
Consumer Name: ***************************
Merchant ID number: ****************Dear BBB Customer Relations Advocate,
We are not sure the merchant understands the business model they are in. They are a merchant that sells coins over the internet. Which means they do not know their customer like a face to face merchant does. As such they are susceptible to fraud transactions at rates much higher than face to face merchants. The majority of the chargebacks/disputes the merchant receives is for cardholder fraud, nonreceipt of merchandise, and quality of product.
Chargeback rules are managed by the card brands ****** MasterCard, *************************** not the acquirer. These rules include timeframes to respond to cases. This merchant historically did not respond in a timely manner and as such we were unable to respond to the card brands on their behalf.
The cases were reviewed by our Disputes Team. Our research shows that some cases were successfully defended on the merchants behalf, and the merchant was reimbursed for those cases. Our research also reflects multiple cases that went past the timeframe and were not allowed to process through the various card brands due to late responses.
We attempted to obtain additional information from the merchant on various cases and provided new/ updated response deadlines to the merchant. In many cases, the merchant failed to respond or responded late to the additional attempt.
While we do understand the merchants frustration, the documentation provided by the merchant was not sufficient in some cases, based on the reason code of the dispute.
Findings also support that in some cases, the merchant did not sign the letter to pursue as the issuer continued the dispute and as such, those cases were accepted. Again, these were due to the letter not being signed to pursue arbitration.
Thank you.
Initial Complaint
Date:02/28/2024
Type: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 a few locations with Evo Global Payments as our credit card processor. We setup a new location and received our Lane3000 pinpad. It was programmed incorrectly and did not work. We waisted a full day driving and installing to find this out. This was on a Friday.Monday we called in and explained the problem and were told we would have a replacement next day air shipping. Its now three days later and no shipment has arrived. We called in and were told a label was created but not shipped. The person transferred us to a different department on hold for one hour or more no answer. A message comes on telling us we can ask for a return call in two days.We tried calling three different sales people no answer and no return calls. We don't have a credit card terminal to process payments and have paid for over night shipping. Basically we can not get a hold of this company and get no help to resolve the case. We paid $995 for the terminal and next day air shipping of around $200. We have lots credit card sales for now 6 days and looking at more days with no resolution to the problem.Intercard people have also tried contacting Global payments and no luck. They are suggesting to go with a different company at this point. I need to close my accounts and use a new credit card processor. I need to figure out how to contact this company.Business Response
Date: 03/15/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21362968
Consumer Name: *********************************
Merchant ID number: ****************Dear BBB Customer Relations Advocate,
After reviewing the account, we did notice that the account in reference above was closed without an ETF due to the inconvenience caused to the business. A few things need to be discussed more in regards to the credit request in the complaint. Our call center is open Monday- Friday 8-5 EST. We can also be reached by email at ********************************************.
To address the concern of never receiving the equipment, we actually show the equipment was delivered (tracking #1ZHR22810142540022). We also show no claims to the debits you state were made for equipment. Our documents show that we waived the fee for the equipment and only charged $75.00 shipping fee.
To prevent future billing, please contact EVO to have return labels sent for equipment. If you have proof of a $1200 debit please send documentation to the email above.
We apologize for the inconvenience and do not want to lose the other merchant account business relationships that have been built. We appreciate having you as a valued merchant and would love to work out the best resolution for both parties.
Best Regards,
EVO Merchant ServicesInitial Complaint
Date:02/27/2024
Type: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 had plans to switch to a new software at our company and Global Payments was integrated with this software. For various reasons the change in software did not happen. My contact was *************************** ********************************************** about setting up our account. He suggested that I go ahead and get the card terminal for when we were ready to use the system knowing that there was a lot of work ahead in changing software. The situation with attempting to change software lasted months (July to December). The card reader sat on my desk in a box never even being activated while we figured out the situation with the software. Meanwhile, the company started to charge us. I contacted ******* about this and he said that he would get me a refund. When I contacted him again about never receiving a refund, I never heard back. Later, I decided to call the company about the situation. It is has been incredibly time consuming and over multiple calls just to cancel the account and attempt to get refunded. I called today to clarify about the refund. I had requested to be contacted with this information. It was decided to give a partial refund of $221.51 0f $408.77 that we were charged. This is only 54% for a service that was never used. I can only describe this as stealing. In the notes it said something about they couldn't give a full refund because ******* was not a staff member. He had the ability to set up the account and GP could start charging me so I cannot understand how that is valid reason to only give me a partial refund. Global Payments has their notes and recorded phone calls if that is helpful to resolving this situation. All I am asking is for Global Payments to provide me a full refund for a service that was never used. By not providing written information, it seems they are trying to avoid being held accountable for their actions commitments in phone calls.Business Response
Date: 03/11/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21353956
Consumer Name: *********************
Merchant ID number: *************Dear BBB Customer Relations Advocate,
I called and talked with **** at the front desk since ********************* was not available. I let **** know there had been an error and I put in for the remaining ****** refund that she should receive in 5-7 business days. **** said she would pass the information to **** and I did provide my direct phone number if **** had any questions.
This will make the complete refund 408.77.Thank you
***************************
Client Care Manager
Global Payments IntegratedCustomer Answer
Date: 03/26/2024
Complaint: 21353956
I am rejecting this response because: Global payments indicated they would issue another refund and this would have been an agreeable solution to the problem. However, the funds have not been received. Please see the attached image from our bank account. There is nothing beyond the original partial refund. Please let me know how we need to continue to follow up about this.--Thank you,
Sincerely,
*********************Business Response
Date: 03/29/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21353956
Consumer Name: *********************
Merchant ID number: *************Dear BBB Customer Relations Advocate,
The requested refund is being processed for the consumer. There was a system error that caused a delay, but the total disputed amount of $408.77 is being funded to **** in two separate deposits. We have called to let them know, and left a voicemail.
Initial Complaint
Date:02/17/2024
Type: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.
EVO Payments now Global Payments, Inc.Subject: Demand for Immediate Refund and Rectification of Fraudulent Charges Dear EVO Payments/ Global Payments,I am writing to address a matter of utmost concern and urgency regarding the unauthorized and fraudulent charges that your company, EVO/ Global Payments, has been imposing on my business, ****************** for the past 21 years.Upon a thorough review of my bank statements by my new accountant, it came to my attention that EVO Payments/ Global Payments has been consistently charging my business a monthly fee of $250 for services that have never been utilized by me or anyone associated with InFlowersNYC, LLC. This unauthorized and unnoticed deduction has accumulated to a staggering total of $63,000 over the years.The discovery of this financial discrepancy has not only raised serious concerns but has also exposed a clear case of fraudulent activity on the part of EVO Payments/ Global Payments. It is evident that services were signed up for without my knowledge or consent, and the fact that these services have never been used underscores the deceptive nature of this arrangement.It is disheartening to realize that a company of your stature would engage in such unethical practices. Furthermore, I insist on the following actions to rectify this situation:1. An immediate refund of the total amount of $63,000 fraudulently charged to InFlowersNYC, LLC.2. Assurance that my business is immediately disassociated from any and all services provided by EVO Payments, effective immediately.3. Refund for all the years the service I paid for unknowingly but was never provided!!!I hope we can resolve this matter amicably and avoid any further escalation. Your cooperation in rectifying this situation promptly is greatly appreciated.Sincerely, ***************************Business Response
Date: 03/07/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21308587
Consumer Name: ***************
Merchant ID number: ****************Dear BBB Customer Relations Advocate,
After further review of the merchant account (InFlowersNYC, LLC). We were able to identify that the merchant account was set up as of 10/13/2002. We were able to verify that an application with the merchants signature/ owner was applied to the terms and conditions (Contract). This allows EVO Payments to debit the checking account, which was provided with a voided check and additional information on file by the merchant. We were also able to identify multiple calls from the merchant in regards to processing transactions as of 10/3/2008 and 11/8/2010.
In regards to the cancellation process, this is in the terms and agreement Section 13. A-C in regards to contract. (Please allow us to reiterate the terms of the merchants agreement. EVO merchant account holders are under a binding contract. Zero processing does not warrant a credit. An account will continue to auto renew until a cancellation has been processed.)
At this time the credit request for $63,000 is denied due to a contract with signature we have in our records. Also, at this time the account is currently inactive and closed with no connection to our services going forward.Customer Answer
Date: 03/07/2024
Complaint: 21308587
I am rejecting this response because:
I am writing to formally demand a refund from EVO Payments for unauthorized monthly charges dating back to 2010, as documented under complaint number 21308587. It has come to my attention that your company has been deducting $250 per month from my credit card without my explicit consent or knowledge, for a service that was never rendered.
Upon engaging with your manager, it was conveyed to me that EVO Payments undertakes quarterly reviews of all accounts, yet failed to notify me of the inactive status of the service for which I was being charged. This level of neglect and disregard for customer transparency is deeply concerning and unacceptable. It is evident that your company has been charging me for a dormant service without any legitimate basis or authorization, constituting a clear breach of trust.
Furthermore, I find it utterly unjustifiable that such substantial charges have been imposed over the years without providing any tangible benefit or service in return. Your company's actions amount to nothing short of usury, exploiting unsuspecting customers for financial gain without delivering on promised services.
In light of the circumstances, I demand immediate reimbursement for all unauthorized charges incurred since 2010. Additionally, I request access to all pertinent documentation related to the services for which I have been billed, as well as an explanation as to why no attempts were made to notify me of the inactive status of my account over the years. Prior to 2010 as well.
Please be advised that I am entitled to restitution for the financial losses incurred due to your company's negligence. Failure to comply with this demand within a reasonable timeframe will leave me with no choice but to pursue legal recourse to recover the funds wrongfully taken from me.
I expect a prompt and satisfactory resolution to this matter. Your cooperation in rectifying this issue is imperative to preserve the integrity of your company's reputation and ensure the fair treatment of your customers.
Sincerely,
Nessa StokolyasBusiness Response
Date: 03/14/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21308587
Consumer Name: ***************Merchant ID number: ****************
Dear BBB Customer Relations Advocate,
After reviewing notes on the account, a member of leadership reviewed these fees and made a decision based on information shared to you with your previous BBB complaint. It is the merchant(s) responsibility to follow up on fees billed to their account. As a Credit Card processor we have many businesses that do not process on a monthly basis. It is not part of our business model to reach out to merchants that are not processing. We do have special circumstances that merchants can be eligible for to decrease billing, however merchants must contact the business so that the best decision for the merchant and the business can be made and applied to the account. Per the signed contract, the merchant agreed to pay all applicable fees. We are unable to go back to 2010 unfortunately, as a courtesy and in an effort to close the BBB as resolved, leadership has agreed to credit the last 3 years (2020-2023) . If you would like to have a copy of your contract or a copy of your monthly statements please contact our office directly or via email at **********************************.
Best Regards,
EVO Merchant ServicesCustomer Answer
Date: 03/15/2024
Complaint: 21308587
I am rejecting this response because:Dear EVO Merchant Services,
Thank you for your response regarding my BBB complaint. While I understand your perspective, I respectfully disagree with the decision to only reimburse fees for the last three years.
The issue at hand began thirteen years ago, and it is concerning that it has taken this long to address. While I acknowledge that it is the responsibility of merchants to follow up on fees billed to their accounts, it is also important to recognize that communication and clarity regarding billing practices are crucial aspects of any business relationship.
I appreciate that you have offered to credit fees for the last three years as a courtesy to resolve the BBB complaint. However, given the extent of the situation and the duration of time over which these fees have accumulated, I believe it is reasonable to request reimbursement for at least seven years, if not the full thirteen years.
I urge you to reconsider your decision and extend the reimbursement period to cover a more appropriate timeframe. I am willing to provide any necessary documentation or engage in further discussion to reach a resolution that is fair and satisfactory to both parties.
Please feel free to reach out to me directly to discuss this matter further. Thank you for your attention to this issue.
Best regards,
Nessa StokolyasCustomer Answer
Date: 03/21/2024
Complaint: 21308587
I am rejecting this response because: Hi guys, I would like to accept the businesses resolution. I really dont want to ********* action if not needed.
Sincerely,
Nessa StokolyasBusiness Response
Date: 03/28/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21308587
Consumer Name: ***************
Merchant ID number: ****************Dear BBB Customer Relations Advocate,
After reviewing notes on the account, a member of leadership reviewed these fees and made a decision based on information shared to you with your previous BBB complaint. It is the merchant(s) responsibility to follow up on fees billed to their account. As a Credit Card Processor, we have many businesses that do not process on a monthly basis. It is not part of our business model to reach out to merchants that are not processing. We do have special circumstances that merchants can be eligible for to decrease billing, however merchants must contact the business so that the best decision for the merchant and the business can be made and applied to the account. Per the signed contract, the merchant agreed to pay all applicable fees. We are unable to go back to 2010 unfortunately, as a courtesy and in an effort to close the BBB as resolved, leadership has agreed to credit the last 3 years (2020-2023). If you would like to have a copy of your contract or a copy of your monthly statements please contact our office directly or via email at **********************************.Customer Answer
Date: 04/02/2024
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.
Where can I provide my bank information for the payment to go back to the account which it was charged from?
Sincerely,
Nessa StokolyasCustomer Answer
Date: 04/17/2024
Hi guys, any updates on this? I have not received any money back yet.Business Response
Date: 04/19/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21308587
Consumer Name: ***************
Merchant ID number: ****************Dear BBB Customer Relations Advocate,
Due to the amount of credit we are working with leadership on a final approval. Please allow additional time for credit.
Customer Answer
Date: 04/19/2024
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. Ill wait till the funds get deposited into my account. Thank you.
Sincerely,
Nessa StokolyasCustomer Answer
Date: 05/06/2024
The business told me that they were going to give me back the funds that they owe me for at least three of the years, but I have not received anything to this day
*************************;
Business Response
Date: 05/14/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21308587
Consumer Name: ***************Dear BBB Customer Relations Advocate,
Please reach out to *********************************** directly so that we can discuss the banking on file. We have approved the credit, however due to the amount we must discuss banking.
Best Regards,
EVO MerchantCustomer Answer
Date: 05/15/2024
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.Who do I call an Evo payments to Discuss banking information?
Sincerely,
Nessa StokolyasCustomer Answer
Date: 06/04/2024
Complaint: 21308587
I am rejecting this response because:Hi guys, I was promised to reach receive a check in the mail and have not received anything. They said it would be anywhere from 5 to 7 days when I spoke with them but yet still nothing!
Sincerely,
Nessa StokolyasBusiness Response
Date: 06/10/2024
Global Payments, Inc.
3550 Lenox Rd NE
*****************
Globalpay.com
Better Business Bureau Inc.
Case Number: 21308587
Consumer Name: ***************Dear BBB Customer Relations Advocate,
Please reach out to ********************************** directly so that we can discuss the banking on file. We have approved the credit, however due to the amount we must discuss banking.
Best Regards,
EVO Merchant
Customer Answer
Date: 06/12/2024
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,
Nessa StokolyasInitial Complaint
Date:02/13/2024
Type: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.
This company has literally been stealing money from us for months. We used a 3rd billing software named recurly to process recurring billing with TSYS as the gateway. We had no direct interaction with TSYS except we had transaction fees paid via bank draft monthly. Our merchant number is **************. 5 months ago we cancelled our account with the 3rd party billing software Recurly and were told there would be need to do anything further. For the next 4 months we have been getting mystery monthly ******** from Tsys for $154 - $338 even though we were processing 0 transactions. After weeks of trying to get a response from them we were told that even though the account was clearly dormant they were still keeping it open and charging a fee for failing to maintain *** compliance (the fee was supposedly $95 but somehow became $150+ every month). I explained to them that we never processed transactions directly through TSYS and the *** compliance was maintained by the 3rd party billing software we used. Essentially they were claiming that once the 3rd party billing software stopped being associated with the account they immediately started charging us a "fee" for *** compliance. I explained that we had not actually transferred ANY TRANSACTIONS at all during the time they claimed we were out of *** compliance and they said it did not matter, we should have somehow known to gain *** compliance even though they never sent us any notices of any kind of notice nor did they send us any billing statements in 4 months explaining the charges. When I requested a copy of a signed agreement stating we agreed to maintain *** compliance or be charged they REFUSED to supply me with any proof of the agreement, likely because it did not exist.Business Response
Date: 03/08/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21288514
Consumer Name: *************************
Merchant ID number: **************Dear BBB Customer Relations Advocate,
After review of the call between our agent and the ********************, it was identified that he was asking why the account was still being billed. Our agent informed ****** that the account was open and the fees were billed to the account as no one from ******************** business requested the account to be closed. ****** then mentioned that he thought their third party would close the account and because of this communication, our agent asked and received confirmation to close the account and appropriately took action, closing the account.
While there was no mention on the call for a refund of fees, we can see the desired settlement amount of refund is $829.05. In review of our records, we have confirmed the amount of fees billed during non-processing months to be $658.10. We have attempted to reach out to the merchant ************************* to inform him of this refund; however, we were unsuccessful in our attempt and had to leave a message with his receptionist.
Our resolution will be to send via ACH, $658.10 to the merchants bank account that we have on file. We would also be willing to send the contract to ************************* if he could contact us and go through the proper verification process.Thank you.
Customer Answer
Date: 03/11/2024
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,
*************************Initial Complaint
Date:02/07/2024
Type: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.
We have been in business with EVO for years as our credit card provider. On 6.6.23 I had my initial contact with EVO because one of our credit card machines quit working. They were to send me a new one which they eventually did after many phone calls and emails trying to satisfy what they needed on file which by the way they should have already had. I have worked here 8.5 years but all of a sudden I wasn't on file to make those decisions but have always done so in the past.The credit card machine finally arrives but it is not programmed properly. We are a bar and restaurant and needed a tip line in the receipt but it was not there. They should know we need this. When I called customer service they once again gave me the run around and eventually said it needed to go through underwriting and get back to me...why?? We are not a new account. So leaving me no other choice I waited and waited and waited...finally I started looking for a new provider which I eventually found. 7.2.23 I called to terminate their services. 8.1.23 fees for July came out of our account. I then went to our bank to block any other fees from coming out of our account. I also called EVO again on 8.31.23 to verify our accounts had been closed. Guess what?? We have 3 machines/3 accounts and they only closed 1 of them. I also asked if they wanted the machines back...they said no. One is brand new and has never been used. Not once did anyone say anything to me about a termination fee although I'm sure it's in some contract we signed. However I feel they forced us into switching providers and do not feel we should have to pay this termination fee.On 9.22.23 we were notified of a claim against us with a collection agency (*************************) for $656.25. On 10.24.23 we were notified the claim was $1077.25. This has since been turned over to a law firm (Levinton??). When I contact either of these 2 or EVO it is like talking to the wind. Please help! Thank you.Business Response
Date: 01/19/2024
In response to the merchants statement. I was able to identify the three merchant accounts that were set up with our ******** Services. However, I did identify that each merchant account at the time had different placements of officers on the account that were authorized to make changes. Also, I was able to identify that the merchant accounts were closed and given credit with no cancellation fee applied. The first merchant account received a credit as of 6/2018. Which, due to verifying the additional account.The merchant accounts were then properly closed with no further billing as of 6/2018. The two accounts were identified with the business name (DBA) MOOSE LODGE.
I was able to identify that the merchant account was open as of 2016.Which, is the main account that received a cancellation fee and submitted to collections. To address the matter with not being able to make decisions on the account, was due to changes and additional contacts that were on the account going forward. This required proper documentation to make sure all additional official people are added properly. We were able to make the changes once the documentation was received. This information required in order for us to protect your account and private information. However, the reason for the underwriting process was due to the services that were provided in house of the business you offer at the Lodge. We had you record as a Restaurant at the time, however the system was notifying that a different point of service was being offered. This is against policy to offer a different service based on how the business is set up to take a point of sale payment. If this occurs we are required to create a different account, and report the entitlement of business; (ex: restaurant form of payment compared to a retail store form of payment). In regards to the terminal. I apologize that your equipment was sent with a delay of time.However, I did review and verified that we were able to send the equipment to place of business, and correct the terminal error. In regards to cancellation fee this is in the terms and agreement Section 13. A-C in regards to contract. (Please allow me to reiterate the terms of your agreement. EVO merchant account holders are under a binding contract. At that time, your merchant account contract was set as 36 months (3 years) with an auto-renewal of (1) year terms. In addition Non- renewal requests must be sent in 90 -days prior to your contract anniversary. During that time the account auto-renewed into a renewal term.Therefore, without the request of the non- renewal the attempt to collect the termination fee of $495 was applied. The $495.00 did not clear through ACH/ or was collected from the bank account we had in our records. Which lead to a balance being submitted to the collection agency.Customer Answer
Date: 01/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:1. To our knowledge proper documentation as to who was able to make decisions on the account had been sent years ago. If they needed something more we should have been contacted. We were not. In the mean time I was allowed by this company to continue making decisions when all of a sudden I was not. That's on them not us.
2. We are a fraternal organization that is a private club. We are a bar and restaurant...always have been...always have had tip lines on our credit card receipt. Again if this is news to them that's an issue for them not us.
3. Exactly when and how was the terminal error corrected?? Were we notified?? Who did you talk to. We needed a tip line and to my knowledge that was never resolved forcing us to seek other another provider therefore we feel we do not owe a termination fee.
Also why do you turn someone over to a collection agency. Why not just call them and try to resolve the issue business to business?? You have terrible customer service with no communication whatsoever.
Sincerely,
Moose Lodge #***
Business Response
Date: 03/07/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21062606
Consumer Name: Moose Lodge #***
******** ID number: ****************, ****************, 0500010000958026Dear BBB Customer Relations Advocate,
In response to the merchants statement, we were able to identify the three merchant accounts that were set up with our ******** Services. However, we did identify that each merchant account at the time had different placements of officers on the account that were authorized to make changes. Also, we were able to identify that the merchant accounts were closed and given credit with no cancellation fee applied. The first merchant account **************** received a credit ($1,128.77) as of 6/2018.
The merchant accounts were then properly closed with no further billing as of 6/2018. The two accounts were identified with the business name (DBA) MOOSE LODGE.
We were able to identify that the merchant account **************** was open as of 2016. Which is the main account that received a cancellation fee and submitted to collections. The reason for the underwriting process was due to the services that were provided in house of the business offered at the Lodge. We had the merchant record as a Restaurant at the time, however the system was notifying that a different point of service was being offered. This is against policy to offer a different service based on how the business is set up to take a point of sale payment. If this occurs, we are required to create a different account, and report the entitlement of business; (ex: restaurant form of payment compared to a retail store form of payment). In regards to the terminal, we apologize that the merchants equipment was sent with a delay of time. However, we did review and verified that we were able to send the equipment to place of business, and correct the terminal error.
In regards to the cancellation fee, this is in the terms and agreement Section 13. A-C in regards to contract. (Please allow us to reiterate the terms of the merchant agreement. EVO merchant account holders are under a binding contract. At that time, the merchants account contract was set as 36 months (3 years) with an auto-renewal of (1) year terms. In addition, Non-renewal Requests must be sent in 90 days prior to the contract anniversary. During that time, the account auto-renewed into a renewal term. Therefore, without the request of the non-renewal, the attempt to collect the termination fee of $495.00 was applied. The $495.00 did not clear through ACH/ or was collected from the bank account we had in our records, which led to a balance being submitted to the collection agency. There also was no indication on this account that there were terminal issues. Had a team member noticed equipment issues, we could have waived the *** as a courtesy.
We do take accountability for not properly reaching out to the merchant with updates on the delay. We do understand that this caused an interruption with the merchant's business. We will waive debt owed and ask that Collections efforts are ceased. Please close this complaint as resolved.
Best Regards,EVO ******** Services
Customer Answer
Date: 03/08/2024
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,
Moose Lodge #***Initial Complaint
Date:02/02/2024
Type: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 called on 11/02/23 by ************************* from Globalpay/TSYS informing me I had to update (replace) my current credit card machine. They would send me a new one with a return label to send the old one back included in the box. There was no return label so I emailed (twice) and called with no response. I received an email from *********************** on 01/05/24 introducing himself, asking if there was anything I might need. I emailed him back that day and explained my issue. He responded on 1/08/24, giving me a customer care # to call to get my return label. I called a very nice gentleman looked into my issue and informed my this would have to be done by *********** he contacted them, explained my issue and then transfered me over to them. I was the informed I do not qualify to return my machine because it is under contract, I explained I was told I had to replace my machine because it would no longer be supported, that I would receive a new machine to replace it and send my old machine back. I was told basicly to bad now I have two machines and two contracts to pay for. I told her I did not want a new machine TSYS said I had to have it, I received the same answer. I reached out by phone and emailed on 1/29/24 to ***** and still received no call back.Business Response
Date: 02/13/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21239660
Consumer Name: *************************
Merchant ID number: **************
Dear BBB Customer Relations Advocate,
The sales rep working with ************************* on DBA: ***************************** INC
MID: ************** (*************************) has reached out to her. It was agreed that we would provide a one time credit for three months of her lease payment for a total of $98.94. Also, there was an initial misunderstanding as the client thought they would be receiving call tags in order to return the equipment. The client now has the information to ship the equipment back. Once the equipment has been received and we know what the shipping cost, those amounts will also be issued to the client.
Thank you.Initial Complaint
Date:01/30/2024
Type: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 a landlord that uses ********* to manager my tenants and properties and when I was looking for my ****-K for my accountant, much to my horror I found that they use an incompetent 3-rd party payment processor called ProPay. The first time I was given the runaround and asked to contact propay to get the form, they said that they mail it out and when I insisted that it legally needs to be made digitally available since that is the **** they said to check back in today, on the 30th of January **** because the 29th is when the fed starts taking taxes. Collecting all of this information digitally, I have absolutely no idea how there isnt functionality that has the **** available to be pulled from ********* in a tab already because I KNOW I CANT BE THE ONLY ONE GOING THROUGH THIS ******** BECAUSE OF THESE TWO IDIOT COMPANIES! I check back in and not only get the runaround today AGAIN, but the absurdly rude customer service rep tries to give me the runaround AGAIN as Im in the customer service chat with ********* at the same time and I send them a screenshot of the ********* rep saying that ****s are prepared by propay. The propay rep then goes on to blame their training and says they only collect card transactions while somehow failing to realize that the party that collects that information IS RESPONSIBLE FOR THE ****!!! This is absolutely disgusting to treat customers this way and a total lack of accountability on both sides.Business Response
Date: 02/09/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21222285
Consumer Name: ***************
Merchant ID number: ********Dear BBB Customer Relations Advocate,
We are contracted with our Partner, where they handle all support with their merchants. I have reached out to them and they will be calling and assisting the merchant with this concern. I did email the following response to **** so he is aware of the situation.
****,
We received your Better Business Bureau complaint. Due to our contract with ******** they are the ones to provide you support. I have reached out to their relationship manager with us and requested they contact you. They can and will assist you in getting a digital copy of your **** K. Digital Copies do not become available until the 3rd week of February. We have met our legal requirements with the *** and had them mailed out prior to the January 31 deadline. I am attaching the *** website for you to review what the requirement is. There is nothing that requires a digital copy be provided by a certain date.
******************************************************************;
Payment card companies, payment apps and online marketplaces are required to fill out Form ****-K and send it to the *** each year. They must also send a copy to you by January 31.Initial Complaint
Date:01/16/2024
Type: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 a Psychologist in private practice and former customer of Cayan. I used Cayan as my credit card processing platform for my psychotherapy practice 2013-2016. As of 2016 I switched to another company, closed my account and have had no dealings with *****. In the past year, in June of 2023 I suddenly began getting billed by *****, for various amounts, averaging around $330 per month, they were taking the money right out of my bank account.In calling them, they stated that my account was actually not closed and they were charging me "miscellaneous fees". My questions about what exactly are those fees for given I don't use their service after 7 years of inactivity could not be answered. After a couple of phone calls and emails they agreed to refund the last 3 months of charges, which would leave close to $2000 of unauthorized charging in their account. I stated I expect a full refund for unauthorized fees (otherwise called robbery). I am planning to escalate this to the Cayan legal department if not resolved.Business Response
Date: 02/09/2024
Global Payments, Inc.
3550 ***********
*******, ** 30326
Globalpay.com
Better Business Bureau Inc.
Case Number: 21154715
Consumer Name: *******************************
Merchant ID number: ***************Dear BBB Customer Relations Advocate,
This refund was already in process of being requested and approved. We have now gotten confirmation and are working on a settlement agreement for ***************** to agree to accept the $3,000.00. Once the document is complete and signed we will issue the refund back to *********
Thank you.
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