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

  1328 N Celestine St Post Falls, ID 83854-6915

• 

  TSYS

  1 Tsys Way Columbus, GA 31901-4222

  

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:01/11/2024

  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.

  We have been using global payments integrated for sometime now. We noticed that they were charging us a $69.95 for not being compliant with *** (Payment ************************************ requirements). Apparently they changed our merchant account number without notifing us, and while we were continuing to create attestations on the original merchant account number they were now charging us fees on a new merchant account number I contacted them, and after several phone calls and several hours they deleted the original merchant account number, and we Tested for *** compliance under the new merchant account number. However, they continue to charge us this *** noncompliance fee over and over again month over month.They had admitted their mistake, and promised to refund us a 3 months of charges when I contacted them about this last year. Well below the number of months they had charged us. We never received the refund and as I mentioned before they are continuing to charge us this *** non-compliance fee, even though I am on the *** page showing that we are compliant under the new merchant ID.Right now I've been on hold with them for close to an hour to talk to someone again about this issue. I hope you guys warn people about these guys. I think they just try to wear you out until you give up. We never received any communication about the refund we were due and have not seen it reflect on either their statements or in our bank account.

  

  Business Response

  Date: 02/08/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21131345
  Consumer Name: *****************************
  Merchant ID number: *************

  
  Dear BBB Customer Relations Advocate,

  
  The request for credit call ******* refers to had occurred on 1/11/2024. Our phone agents have a limit to how much they can approve without manager approval, so that request for a full refund was sent up to management and approved on 1/12/2024. A ticket was submitted for the refund on the same day, and will be on his January statement. The $69.95 billing that ******* mentioned only started on his June 2023 statement, so the requested dispute amount of $839.40 is well above the total amount we had charged for PCI, which was only $489.65 and will be what ******* will be receiving. The billing is billed a month late, so the charge located on his December statement was for Novembers non-compliance, even though he was compliant in December. That month was also included in the refund we have submitted, and his issue is resolved.

• Initial Complaint

  Date:01/11/2024

  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.

  We have a long standing business partnership with TSYS, which provides our clients with credit card processing services. TSYS, in turn sends us a residual, based on the total amount our clients process through TSYS. Beginning Oct 2023, TSYS stopped sending the residual. No notice of anything was given. So far they have held nearly $600 in funds and have cost us over $1200 in time and costs. They now say that they are cancelling the partnership 'unless we re-enter a new partnership' agreement with them. They have illegally held our funds, cost us considerable time and money, and have acted fraudulently.

  

  Business Response

  Date: 02/16/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21126558
  Consumer Name: **********************
  Partner Name: Blue Utopia
  

  Dear BBB Customer Relations Advocate,
  

  TSYS *********************** (TSYS) is in receipt of the Better Business Bureau complaint referenced above. ********************** business, Blue Utopia, was notified last year that the Referral Agreement dated March 4, 2013 between TSYS and Blue Utopia would be terminating due to a lack of new referrals from Blue Utopia for merchant services since this is considered a breach of the agreement.  Per the terms of the agreement TSYS also terminated the payment of residuals under the agreement.  ******************** contacted ****************** at TSYS claiming he had not received notification of the termination.  A ****************** support person offered to meet with him to discuss steps for reactivating the agreement.  ******************** was not interested in doing such and instead informed ****************** that he would be filing a complaint.

  Because Blue Utopia ceased sending new referrals to TSYS, TSYS was forced to cease the payment of residuals.  If Blue Utopia would like to discuss the reactivation of the agreement, ****************** would be glad to set up a meeting between the parties. 
  

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

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair 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.

  This company is a merchant service provider. Our company has never had a chargeback before but a customer processed a chargeback and this company Global Pay allowed the customer to charge back their entire relationship with us via their **** card. The customer bought the service for $120 a month; he then upgraded the service as he was happy for $180 a month prorated; his new price was $300 a month and successfully paid three times and Global play allowed the customer to charge back his entire relationship saying that he cancelled the service giving the wrong phone number for a company he claimed to call and cancel which our cancellations are required to be done in writing and when we opened up a case to file a dispute with the customer who we went to in person to meet as he had confused us with a different company cosigned a document that the chargeback was done in error so that I could submit it to Global Pay which had to be done by a certain date 12/25/2023 which was done within 9 days 12/16/2023 prior to the date requiring it to be done. Then I called to make sure that I did not need to take any other action and was told I would be notified when the case was resolved only to log in a week or so later and find out that the case was closed without explanation. Global Pay did not check any of the details and did not check any of the documentation and did not respond. They just closed the case. This is an awful Merchant provider and I don't think they should be used in any scenario. Terrible communication and terrible service, although they flawlessly take their commissions and fees without issue. To allow a customer to charge back five (5) separate transactions on their **** card is out of line. Especially without even checking with the merchant. These companies must put a limit to how much they are permitted to chargeback at one time.

  Customer Answer

  Date: 01/02/2024

  I would like to add one of the most frustrating points about this incident which I unfortunately left out of the original complaint. 
  

  1) The entire dispute process seems to be very difficult as if to discourage merchants from attempting to dispute incidents to begin with. For instance; the paperwork process is very difficult and had to be done in a very specific way, in the instance uploaded with a particular cover page via an online portal which is very difficult to work with. But I spent much time and effort to ensure it was done properly. 
  

  2) My responses, which needed to be files five separate times due to the card holder disputing 5 separate transactions, all needed to be filed by 12/25/2023. I ensured all of my documents where filed within the allotted time frame, which was done on 12/16/2023. 9 day prior to being due. When Global Pay closed my cases, the reason they put was that the merchant, me, did not respond within the amount of time permitted. Imagine that, not only did they deny or not even review all of my documentation, and not even reply, but they closed the case as if I never responded. And I even called on the 12/21/2023 to ensure the documentation was received and that there was no further action on mypart. I was simply told that I would be followed up with regarding their decision or next steps. Being that today was the first day after the holidays, I logged in only to find out the cases were closed based on my supposed non response. Absolutely frustrating. 

  

  Business Response

  Date: 01/11/2024

  01.11.****
  Better Business Bureau Inc.
  Case Number: 21084303 
  Consumer Name: *****************************, ****************** Services Inc.
  Merchant ID number: *************

  Dear BBB Customer Relations Advocate,

  Disputes has spoken to **** yesterday, January 10, ****. He has been infrormed that we will be processing a credit for those 5 chargebacks that are in question, amounting to a total of 1,200USD. 

  Today, January 11, ****, We have taken the necessary actions to write-off the chargebacks and credited the merchant. We will be calling the merchant again to inform. You may consider this matter resolved. 
  
  Thank you, 
  Worldwide Disputes
  

  
  

  Customer Answer

  Date: 01/15/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Global Payments Integrated processes credit card transactions for our patients through our clinic patient management software. Global Payments Integrated deducts from our money a fee they call "non qualified". They claim this is for credit card transactions that our company does not enter correctly which is not correct. We process credit card transactions through three different processing companies and Global Payment Integrated is the only one that deducts for "non qualified'. They told us they were going to stop the deduction for "non qualified", they haven't. We also asked to be reimbursed for all "non qualified" deductions which total over $20,000. They have not stopped and we have not been reimbursed.

  

  Business Response

  Date: 02/21/2024

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 21057775
  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 within your monthly statements. Regarding those fees no refund will be made at this time. 
  Thank you.

• Initial Complaint

  Date:11/20/2023

  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.

  They are taking thousands of dollars out in fees every month, they will not provide any type of documentation or explanation on what these fees are and why I am Being charged them. Management hung up on me (11/20 at 1:15pm pst) when this information was requested because of audits. This is fraudulent they are thieves and need to be held responsible. ZERO TRANSPARENCY AND 100% CORRUPTION

  

  Business Response

  Date: 12/11/2023

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: #********
  Consumer Name: ****************
  Merchant ID number: ****************
  Dear BBB Customer Relations Advocate,
  
  Our Helpdesk spoke with General Manager, *************************, on 11/20/2023 about fees for their processing account. ************** requested an explanation of specific fees on the account and our representative provided verbal information about them. It is to be noted that the monthly processing statement is mailed out each month on the 10th, in arrears, to ****************************************************************************************. 89111. 

  The representative also offered to transfer the call to MindBody, our partner who provides the majority of the service on the account, including any pricing or contract concerns. However the client declined. 

  Please see the below explanation of each line item found on the November statement. This information will also be emailed to the client, along with the most recent statement to *************************************. 

  Monthly Service Fee A membership type fee charged each month for basic services such as customer service, statements, etc.
  Fixed Acquirer Network Fee (FANF) The Fixed Acquirer Network Fee (FANF), previously called the Network Participation Fee (NPF), is a monthly fee affecting all businesses in varying degrees. **** charges a FANF for credit card acceptance.

  Chargeback Fee An assessment billed to merchants for the reversal of a charge initiated by the issuing bank and disputed by the consumer.
  Transaction/Network Access Fee A fee charged every time a merchant's processing system connects with the network for sales or authorizations.
  Transaction/ Network Access Fee AXP ******************* (Amex) fee charged every time a merchant's processing system connects with the network for sales or authorizations.

  Fees for Access to ********** Services Card brand association related fees, from the different brands and bundled on one line item
  AXP Non-Swiped Fee - ******************* Processing (AXP) fee charged to each hand-keyed sales transaction.

  AXP System Processing Fee - ******************** Processing (AXP) fee assessed associated with processing and settling of **************** (Amex) transactions.

  Mid Qualified Fees An assessment charged on transactions considered more risky or costly than those under Qualified status but less risky or costly than Non-Qualified status. Mid Qualified fees may be assessed on transactions that are key-entered through **************************** (AVS) and Corporate with Level II prompts responses, or when Reward cards are used.

  Non-Qualified Fees Fee assessed on transactions deemed more risky or costly than qualified transactions. Transactions can downgrade to non-qualified status when a bank card or transaction that does not have correct address verification is manually keyed into the system. Offline transactions or transactions missing a required purchase order number may be considered non-qualified status.

  **** Integrity Fee An assessment charged to settled transactions made with a **** regulated or non-regulated consumer with debit/consumer credit, consumer prepaid, commercial debit/commercial credit, commercial prepaid card, or business credit transactions that fail or do not request ********************** (CPS) qualification.

  Discount Due The merchants volume multiplied by their Discount Percentage (Disc %) and Discount Per Item (Disc P/I).
  The client may request additional, specific information about other fees found on their statements by calling *********** at **************. If they would like more information about pricing or their agreement, MindBody can be reached directly at **************. 

  Thank you,
  

  
  

• Initial Complaint

  Date:11/16/2023

  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.

  Misrepresenting terms of merchant account agreement. Fraudulently debiting undisclosed fees. Deceptively modifying customer contract. Debiting merchant account fees without authorization.

  

  Business Response

  Date: 12/08/2023

  Cayan LLC
  ***************************
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc. 
  Case Number: 20881458
  Consumer Name: *****************
  Merchant ID number: ***************
  Name on Merchant Account:  **************

  
  Dear BBB Customer Relations Advocate,

  Cayan LLC (Cayan) is in receipt of the Better Business Bureau complaint referenced above. ***** is in communication with the consumer regarding the claims stated in the complaint and is working toward a resolution to the issue.  ***** has therefore fulfilled the consumers desired settlement and will continue to be in contact with the consumer to rectify the situation.
  

  Best regards,
  Cayan LLC
  

  
  

• Initial Complaint

  Date:10/03/2023

  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.

  We cancelled service in March this year 2023. They started charging us again in June and charged June, July, August and Sept. We emailed in September and told them we cancelled in March and they needed to quit charging us and refund from when they started charging again after they cancelled. Instead of foing anything about it, they charged us again in October. We will be contacting a lawyer if this is not refunded.

  

  Business Response

  Date: 10/07/2023

  Better Business Bureau Inc. 
  Case Number: 20688844
  Consumer Name: *************************
  Merchant ID number: *************

  
  Dear BBB Customer Relations Advocate,

  In researching the merchants concern that they had requested to close their account in March 2023, I found one instance where the merchant had called in regarding the funding time for a transaction processed through a customers checking account. There was no mention of ending their relationship with Global at that time. The merchant also mentioned that we stopped billing them in March and then started billing them again in June of 2023. This was not the case, as we have a continuous record of statements being processed and issued to the merchant for all of 2023 to date. 

  
  The next date that we have a record of the merchant reaching out to us at all was on 9/5/2023. At this time the merchant requested to close their account with us as they had already switched to another provider. The link to our online closure form was emailed to *********************** with instructions that if they do not fill out this form we will continue to bill them monthly. We then started getting emails and requests through our website in September and October stating that they had requested to close. We tried to call out to them but were never able to get a hold of them.

  
  In an attempt to resolve this matter we will be refunding all fees charged on non-processing months from April - September 2023. We have now closed the accounts as of 10/6/2023 so the merchant will not be billed for Octobers monthly statement or going forward.

  
  We have attempted to reach out to the merchant by the phone number provided in the BBB complaint but were not able to get a hold of anyone. We will issue the refund once we are able to reach the merchant to confirm how they would like to proceed.
  

  
  

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business set up credit card processing services with me and I have been doing business with them for 18 yrs. I have had non-stop problems with them since 2021. They can not be reached at their business number ************** anymore, it always goes to voicemail and I am never contacted back. I had over approximately 6k loss due to their merchant services and they would never contact me and handle the issue. They also charged me $190 month times 10 months while I was asking them to stop that wrongful charge. So I approximately have lost $9,000.00. Which is a lot of money. I have spent call after call and hour after hour trying to get this company to respond to me in a business like manor. I am currently trying to close my merchant account with them and they will not call me back. They are a middle man and when I call there is a broiler room call center that is in *********** that can not reach MSI @ ************************************************************. When I did finally get an alternative number for MSI from ******* attempted calls throughout all of July 2023 and August of 2023. I have been told that a manager must be reached. I am told that I will be called back the next day. I give them my direct cell to call back and they never call back. This has happened 10 to 20 times. I am so fed up and I want the money loss addressed. I also want my account closed. The fact that they ignore my requests and they have caused financial loss and charged me money that I did not owe is my COMPLAINT!

  

  Business Response

  Date: 09/14/2023

  We are reviewing the information provided by the poster. We attempted to reach the poster to discuss; however, they are not available until next week. We will try again then.

  Customer Answer

  Date: 09/22/2023

  To the BBB,  I called *********************** from SBGA/MSI back on the day that he called me 9/14/23 within minutes.  Although I explained my complaint thoroughly to *******, my complaint is definitely not resolved yet.  He told me in the conversation that he would research and get back to me.  He had me send an e-mail to him and said he will call me back. His office has my direct/personal cell phone number & I clarified with him that he should use that number to reach me.  I called him 5 minutes after he left that message for me and I don't want it to be used as an excuse that I can not be reached because I can be reached. I want to believe that *********************** will stay on top of my complaint issues because he gave me his word and said he was a manager there.  I want to keep the complaint open until they resolve it.  On 9/21/22 ******* called me 2nd time and said that he was going to reach **** to get information from them.  I told ******* that I have trepidation and concern due to the fact the **** has used the excuse that they must reach MSI/SBGA and then vice versa now MSI/SBGA says that they have to reach ****.  In response, ******* told me he will remain involved on this and will check back with me. So to sum this up, I want to see if *********************** will get the information from **** and refund me the amounts are due to my business.  There is an amount of $5,711.58 that I had been told would be refunded by e-mail(*************************) and verbally (***************** ************** confirmed that was in their notes that I was supposed to be refunded, I informed ****** that I was not refunded).Today 9/22/23 I received call from ***********************, he says he is with ****.  He said that he wants me to wait for him to call me next week.  I asked for his promise that he would call me back. So I have to wait to see if he calls back. I'm asking BBB to remain involved until it is verified my complaint is fully resolved. Thank You.

  

  Business Response

  Date: 05/03/2024

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

  Dear BBB Customer Relations Advocate,
  ********************** account **************** was set up through MSI Electronic Payments, LLC, though has since been closed. The most recent notes on the account are from October 2023 and are internal due to contact from MSI on the account. 
  ********************** should continue to work with MSI Electronic Payments on any questions or concerns as that is who holds and is liable for the account. They can be reached at *****************-5 Pacific time. 

  Thank you
  

  
  

• Initial Complaint

  Date:09/09/2023

  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 run an auction company that has an online component. The company I use to host the auctions is Auction Flex. Auction Flex has engaged a credit card company to handle credit card billing, Global Payments, www.globalpayments.com. I closed out an auction on August 20th, 2023. As instructed by Auction Flex, I used Global Payments to collect amounts due. One amount due was for $5,639 (after shipping/handling). On Friday, August 25th I receive and email telling my that Global Payments was "holding" the $5,639 payment pending an "investigation", and that they required me to provide them with information about the sale and the person who purchased the item. The reason for the investigation was that this specific charge was "above my average". (This was the first time I used Global Payments, so what average are they talking about - and what does it matter?) I gave them as much information as I had, which included an Auction Flex generated invoice. At this point they said that the investigation could take 2 weeks. In the meantime I contact Auction Flex. Auction Flex said that they had nothing to do with the situation. I waited. On Tuesday, Sept. 6 I contacted Global Payments seeking an update. I was told that the investigation was completed and that the money would be released in "1 to 2 days". After I hung up the phone I sent the person from Global Payments an email reflecting her commitment to "1 to 2 days". She replied with "Agreed". As of today, Friday, Sept. 8, the money has yet to be released. I called Global Payments and I was told that I had to wait another "1 to 2 days" and that I should call them on Monday, Sept. 11.This is entirely unacceptable. I researched Global Payments a little and discovered that this is a standard practice for them. I have emails supporting my above narrative. Please help me recover the money they are refusing to release.

  

  Business Response

  Date: 09/28/2023

  
  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  
  Better Business Bureau Inc.
  Case Number: 20578232
  Consumer Name: *********************
  Merchant ID number: *************

  
  Dear BBB Customer Relations Advocate,
  **** has had additional contact and assistance with us since this complaint was written on 9/8/2023. Researching the issue, we verified that the funding was released on 9/6/2023, however it was sent to an older bank account **** no longer has access to. This was discussed in a conversation held on 9/13/2023. We had pulled the funding from that old bank account on that day, and had advised **** that it will take about 14 days before they see it in their correct bank account, the delay being due to wanting to ensure the reversed fundings have no complications before sending them back to the correct bank account. We have also verified both accounts with *********

  
  **** is now well aware that we are still working on getting the funding released to him.

• Initial Complaint

  Date:08/15/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Officer ** have been using Global Payment for card processing services for our business since May 2019 a recent review of our invoices has revealed deeply concerning discrepancies.Upon accidental inspection of last month's invoice, we were shocked to find evidence of overcharging. Subsequently, we examined all invoices and discovered a pattern of deception. This company's actions amount to cheating and fraud.?As per our signed contract, we agreed to a fixed rate for credit card processing which is approximately 2.7 % (with awareness of potential transaction variations based on card type ). However, the actual charges reflect an alarming increase, as evident from the table and attached sheet.For instance, in July 2019, we processed $74,896.84, paying $2,000.23 in fees (****%). In June 2022, we processed $60,392.36, the fees escalated to $3,420.03 (5.66%).Its a huge jump and such changes occurred without our consent. And we were not aware of this at all.??** made a complaint with this company CASE#******** and the reply we got is attached as a document"** urgently request your cooperation in resolving this matter and while we hope to avoid litigation, we sincerely urge you to investigate the issue and initiate a full refund of $27,751.53, which has been wrongly charged to our account.?? 1. The contract document does not have anything mentioned about rate which we just discover.2. The contract document does not say anything about rate incement 3. The contract does not say how we will be notified for rate increment 4. Rate was confirmed over email, (attached) which does not say anything about increment?For first 6 months we verified the statements and everything looks good. Then in 2021 we move to other location and we never received the monthly statements and we never got a chance to review the statements.Thank you for your understanding, and we trust that you will take this matter seriously.

  

  Business Response

  Date: 08/31/2023

  Better Business Bureau Inc.
  Case Number: 20471012
  Consumer Name: ***********************
  Merchant ID number: ****************
  Dear BBB Customer Relations Advocate,

  
  I am sorry to hear you were unable to review your statements after you switched locations. Due
  to the fact you did not update your mailing address, you missed the important information and
  updates we provide you in regards to your pricing increases for the last few years on your
  statements. Per the terms and conditions, our processing fees are set out in detail in the
  Merchant Application. We may change these fees but must ordinarily notify you before doing so.
  This information is included on your statements at least a month before the charges occur.
  Additionally, If you dispute any charge or funding, you must notify us within 30 days of the date
  of the statement. It appears we have since updated your address in our system so you will
  receive your statements, lowered your rates, and have emailed you the details of the rate
  reduction along with a copy of your signed contract and terms and conditions. We are more than
  happy to discuss the client courtesy refund we have offered as we are not able to refund valid
  charges.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20471012
  
  I am rejecting this response because:
  From reply it seems its a minor issue but appx $28000 were taken from our hard earned money fraudulently over the valid fees and charges.
  
  I was expecting same response as the same repose was given to me from company representative in the email which I have attached in the complaint. so nothing new
  
  I have not received any email explaining me the  rates or  anything else
  The address was updated by your company representative on Tuesday 30 Aug 2023 to resolve the matter and reply to legal mails.
  
  This issue was also reported to ********** of ********* Protection and Innovation,They have forward the complain to ************************* (Globalpay :Senior Vice President ***** Assistant General Counsel) and she might be working on it. Attached is copy of it
  
  An email was also sent to report the issue to executives of the company which includes *******************, *****************************, ***********************, *******************, ********************* and all others.
  
  1. The contact does not say that we will get notification for rate increment under the statement bottom.
  2. Companies sales representative never disclose us anything about rate increment 
  3. Lack of disclosing business terms and conditions to customer for rate increment. TO get business you give lower rates and then once you got the business you increment the rate without customer consent .Percentage rate is the fake part on contracts  just to make the sale and make fool of your customer which we will challenge . I won't let my hard earned money go just because you made me fool by hiding the info
  
  4 We are using processing since 2019 which is like 5 years and monthly statements are sent. So we have 5 x24 = 120 statements . And out of 120 statements we have 3 statements which have rate incrementation at the bottom and this triggers the increment in fees over time which results us to pay 5.7 %  instead we started with 2.7 -  Which is more than double and that also without our knowledge . In todays market if you can give me one company which charges more 5% or more then let me know, I will drop my complaint
  Your company incremented the fees to boost profits and take our hard earned money 
  
  5.Why we dopant get email notifications , why  incremented rates are not published on all statements, why customer consent is not taken . Just because your company wants to boost the profit by hiding information 

  6.Our rates got incremented every other month not 3 times and we can show it in statements. Please check the history of each statement and the % we are charges and the months
  
  7.We get email notification EVERY MONTH for compliance for which we are charges 150 until its done. BUT for rate increment  we never got any email or notification or any alert other than 3 statements in 5 years- hence to boost your profiles your company hides the information from customer
  
  
  
  Sincerely,
  ***********************

  

  Business Response

  Date: 09/20/2023

  The customer has already been provided with his signed contract along with the terms and conditions. The agreement between TSYS and the customer have been honored according to the contract and terms/conditions. 
  
  We have updated their address in our system per the customer's request so that all future statements will be received at their correct location. We provided the customer with their pricing reduction and sent them a document showing their current vs reduced rates. We also reiterated our offer of a courtesy credit to which the customer has rejected to accept. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20471012
  
  I am rejecting this response because:

  The documents provided to me are illigally signed by your sales representative under my signature.  This is a legal matter now

  legal complaint has been filed with government office and the complaint has been forwarded to and your legal team by goverment office

  I have also attached a copy of it with my previous response

  We need our hard earned money. Its not $30.... its $30000 claim. And if not settled by your legal team then we will move to cinsumer court.

   

  before replying on BBB please check with your legal team about status

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