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:08/08/2023

  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.

  I have had credit card processing services from TSYS since 8/2020. I just found out they have been charging me 2 separate bills for the same service and location. Both bills are for my orthopedic office at *************************************************************** 1 is listed as ****** Ortopaedics, LLC and the other is charged to ******************************* which is my DBA. They have also been charging me a noncompliance fee of $125 per account per month when I am compliant. They did not bother to verify non-compliance or call us. I have spent a lot of time on the phone with them trying to resolve this without any help.

  

  Business Response

  Date: 08/29/2023

  Better Business Bureau Inc.
  Case Number: 20441315
  Consumer Name: ***************************
  Merchant ID number: (multiple MIDs - ******** and 22206015)

  
  Dear BBB Customer Relations Advocate,
  Upon reviewing of the case, there are 2 accounts listed under the owner and both are found non PCI compliant. We are consitent in sending communications to the merchant thru the email address *************************** to remind and comply with PCI.
  MID: ********/ DBA: ****** ORTHOPEDICS PLLC - active account and stopped processing on June 2023.
  MID: 22206015/ASSURED ORTHOPEDICS OF KENTUC - never been used since the account was opened on July 2020.
  On Dec 29, 2021 - a Sales Agent reached out via email that the merchant was billed twice. The agent who received the email replied back and explained the process for cancellation which includes the merchant sending the Letter of Cancellation (LOC). However, the Sales Agent failed to inform the merchant of the cancellation process, hence, no LOC received from the merchant.
  Considering the opportunities of the Sales Agent in handling the request to change the Legal and Business name, The Sales Agent applied for an add-on that resulted to merchant being billed twice and also his failure to submit the paperwork or instruct Tsys on what is needed to be done to this client in terms of the process of cancellation and submission of LOC.
  We made an attempt to call the merchant on Aug 23,2023 at 5:45 (EST) and was routed to voicemail. Another attempt on Aug 24, 2023 at 10:00(EST) and spoke to the merchant's secretary (*******) and informed that the owner will be available the next day. A call was made today, Aug.25,2023, and we spoke to his receptionist and was told that the merchant is attending to his patient. We leave a message that we will call again in 2hours and left our helpdesk number.
  We spoke to the merchant after 2 hours and will provide a full refund for the account that he never used amounting to US$2953.61
  

  
  

• Initial Complaint

  Date:08/02/2023

  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.

  My business used Global/TSYS for credit card processing for years with no dramatic increases or problems. When doing taxes this past year, I noticed that the fees I was paying them were dramatically higher than what they were in past years. The industry standard is approximately 2.5-3%. Id been unknowingly paying approximately 7-8%, resulting in over $10k lost in extra fees. It turns out that theyd put a small notice at the bottom of a digital statement every few months, stating that the rate would be increasing. The statements can only be viewed by logging into a secure account; theres no physical statement. For 5 months in 2022, I was out of the country and unable to log into my account (I was able to do everything else for my business online, but perhaps because of not being in the US, my access to Global/TSYS was denied.). This wasnt a concern because Id never had trouble with them or their rates before. When I returned to the US, and tried to login, theyd changed their login system so I still was unable to login. Finally, after becoming alarmed over the high rates and after several emails/phone calls, I was able to access my account, and then saw all of the increases. They were unwilling to do anything other than slightly lower my rate going forward. Its ridiculous that theyre able to unilaterally increase rates to whatever they like, even 2-3 times over the industry norm. I have since terminated my relationship with them and switched to a different processor.

  

  Business Response

  Date: 08/29/2023

  Better Business Bureau Inc.
  Case Number: 20410526
  Consumer Name: ***********************;
  Merchant ID number: ***************

  
  Dear BBB Customer Relations Advocate,
  I am sorry to hear that Global Payments was not a good fit for your business. I understand your frustration with our pricing. Per our contract with businesses, we do need to notify in writing on billing statements at least 30 days in advance for pricing increases. I understand that you were unable to access these statements while overseas. We offer an 800 number that can be reached from anywhere in the world. We would have been happy to send you statements over email, discuss your rates, or troubleshoot your ability to log into our portal from outside the U.S. I will gather and pass along your criticisms regarding online statements not being available overseas and the way pricing increases are communicated so we can strive to do better in the future.
  
  Thank you
  

  
  

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20410526
  
  I am rejecting this response because: I think it poor business practice and should be usurious to unilaterally increase the rate with no limitations whatsoever, just on the basis that there was notice, in that the business owner (me) has to actively log in each month & go through multiple menus, scroll to the bottom of the statement and read tiny print in order to see the notice.  And theres no requirement that I log in to see statements for any other reason, so Id be going through that just on the chance that theres a rate increase.   To say I had notice and use that to justify raising my rate to 7%, when a quick search online will tell anyone that industry standard is in the neighborhood of 3%, its wrong.  I had no reason to expect such a drastic increase; the rate had been steady for years.  I was emailed for other things; why couldnt I have received an email alert that a rate increase was coming?  In short, Im dissatisfied with the form of the notice given, and also dissatisfied that Global has no limits on how high it can raise the rate.  Its a giant corporation bullying small business. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/16/2023

  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.

  This company constantly charges excessive fees without warning, We have been charged $240 in PC compliance fees and "network security" fees that they will add on without no notice. One month alone this April 2023 these charges equaled $140 on one statement alone, far above the industry standard. They hide these fees and when you contact them they never contact you back to resolve an issue. On top of this you are forced to subscribe to a $15 per month service to ensure PCI compliance which does nothing to tell you when you aren't.June 2023 Statement $138.95 in PCI and "Network Security Fees"April 2023 $69.95 Feb 2023 $69 Sept 2022 $69.95 Aug 2022 $69.95 July 2022 $69.95 May 2022 $39 For a total of $526.75 in fees that I receive no notice except money withdrawn. In addition in the last 12 months I paid $180 in mandatory PCI software to ensure compliance which obviously did nothing.

  

  Business Response

  Date: 06/27/2023

  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  06/27/2023
  Better Business Bureau Inc.
  Case Number: 20196813 
  Consumer Name: *********************
  Merchant ID number: *************

  Dear BBB Customer Relations Advocate,
  In accordance with the terms and conditions of ************** contract with Global Payments, rate and fee increases can occur. These increases are advised to our merchants on their monthly statements before they are applied, generally a month in advance. In addition, I do see that we have assisted ************ with a review of his rates regarding his concerns about them, on 05/18/2023, and were able to negotiate a rate reduction for him going forward.
  
  We utilize a third party for our merchants PCI compliance. Upon checking their records, I also do see that email notifications were sent to ************ before the compliance had expired, as well as after it had expired. It is a requirement of the credit card industry that all merchants become compliant and maintain their compliance, including quarterly scans. Now that the merchant has once again become compliant, we will be able to refund one month of the $69.95 non-compliance fee as a one-time courtesy.
  

  
  

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20196813
  
  I am rejecting this response because:

  I dispute the fact that a negotiation occurred. I was simply told a new rate structure, when I asked questions about it via over three emails I have received zero response to date. Please advise why all my emails regarding this have been ignored to date?! In addition the rate structure was not even applied to our most recent statement leading to no change this far. When I emailed asking a start date I received no response as usual.

  In addition there are two fees what you have charged that you are ignoring, network security and PCI, why am I being hit with both these charges? No one can tell me. Last month I was charged $138.95 for both these fees. If this is simply for non compliance this is way above average for an account my size. 

• Initial Complaint

  Date:05/05/2023

  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.

  Im the owner of koko fit club since 1/1/2022 since that time I have had been processing under kac fitness LLC Last summer I took over another club under koko fit ct LLC and after applying I was informed that my name showed up on the match list. I had no issues with identity theft ( which Is why I had been placed supposedly). They had me write a letter stating this And the account was approved and used for several months with no issues. Which brings me to this past November when I decided to open another club, I filled out another application and was informed that I was still on the match list. they finally said to write another letter telling them that I had no issues with identity theft, which I did and I finally got an approval to start processing Which I did to roughly $7500 over the next eight weeks, but none of that money ever made it to my account after emails and phone calls and weeks they told me to change the bank account, but they failed to tell me that if I change the bank account the risk team was going to take the account, I didnt hear from her even though she was the one investigating the account not really sure what she investigated or how I am still processing in my ************ with no issues and you have roughly $7000 of my money. She eventually determines after several phone calls and back-and-forth with her that theres too many issues and I need to close the account stop over and that money is going to go into whatever bank account you put it into and hold it for up to 180 days. After several weeks she finally agrees to release the money and *** asked her on several occasions to give me a breakdown of when that money would come how much it is and she finally gets back to me and tells me they can take up to a month to get it Ive asked on several occasions to speak to a manager, of her department. She has refused to provide me with that information. She has refused to provide me with the breakdown or even an update on the account

  

  Business Response

  Date: 05/10/2023

  5/10/2023
  Better Business Bureau Inc.
  Case Number: 20024011 
  Consumer Name: *********************
  Merchant ID number: (multiple)

  
  Dear BBB Customer Relations Advocate,
  Risk has spoken with him multiple times regarding his account, and even though the policy is to hold funds for 180 days to mitigate exposure from chargebacks,  Risk decided to go ahead and release his funds because he would not stop calling Global; calling multiple times every day and being hostile.   Risk made the decision to release his funds via check (as the *** we had on file was invalid, and we were not able to make the *** change he was requesting due to the *** belonging to a business with a different EIN), Risk communicated this with him multiple times including both an April 18th email and an April 21st email.  On both emails, Risk advised that the check process was lengthy (estimated TA is 30 days).
  

  
  

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20024011
  
  I am rejecting this response because:

  Ive been hostile as your company is holding over 6500.00$ of my money for no reason. Your sales rep put the wrong checking account in the file, what purpose what I have to send an account that is closed to get my money? How would I ever get my money? 
  yes I called several times a day because no one from your company would answer the messages or tell me what was going until the risk team got involved! They were the ones advising me how to fix the issues! I just did everything they asked me too ! 
  Once risk got involved this was almost 2 months into my processing at this point and Im trying to run my company with no income because on several occasions ( documented via email ) that said I could start processing it took me 2 weeks to hear from someone ! And you denied this basically because of paperwork errors All while my other fitness company has been processing with you for over 15 months in one location and 4 months last summer in another location with absolutely no issues .. why all of a sudden you treat me like Im some criminal.. trying to steal my own money. These clients have paid for the services and have been using my facility for almost 5 months now for free and Ive had to figure out how to keep going ! 
  
  so no I dont except your response, Ive pleaded and begged you to come up with a better solution. During this whole time you continued to keep me as client till last month at my other facility Kac Fitness .. so if I was such a bad threat in one location why not the other ? I even accept that you were releasing the funds .. that was over 30 days ago now I still dont have the funds ! I asked for a manager on several occasions via *************** email .. ( I have all of my emails *** all the people from global, and ez facilty) 

  she has blatantly ignored my request, I should have a right to speak to her Manager regarding my complaint and status of my case? Or at least answer my question, 

  how was the check sent ? 
  

  30 days from When 4/1 is now 40 ish days no check ? 
  

  where was it sent ? Hows it made  out ? To who ? I asked for a breakdown of how much it was ? This isnt that hard ? 
  Im a struggling business owner whos trying to keep his business alive !! 

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

  

  Business Response

  Date: 05/24/2023

  
  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  5/24/2023
  Better Business Bureau Inc.
  Case Number: 20024011 
  Consumer Name: *********************
  Merchant ID number: (multiple)
  Dear BBB Customer Relations Advocate,
  Risk has spoken with him multiple times regarding his account, and even though the policy is to hold funds for 180 days to mitigate exposure from chargebacks,  Risk decided to go ahead and release his funds because he would not stop calling Global; calling multiple times every day and being hostile.   Risk made the decision to release his funds via check (as the *** we had on file was invalid, and we were not able to make the *** change he was requesting due to the *** belonging to a business with a different EIN), Risk communicated this with him multiple times including both an April 18th email and an April 21st email.  On both emails, Risk advised that the check process was lengthy (estimated TA is 30 days).  
  I called and talked with the *************** on 4/24/23. The check was requested on 4/21/23.  It can take up to 2 weeks to process the request and then 30 days for the check to arrive.  We have resolved the issue with the merchant's funds and he will receive them shortly.  We have no additional assistance we can provide ********************* on this issue.  *********************** needs to be patient and wait for the check to arrive.
  
  

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20024011
  
  I am rejecting this response because:

  I have been extremely frustrated, hostile and disappointed. The communication you speak was back at the beginning of April. 
  

  Yes the account was closed due to the salesman sending the wrong account information in to processing, the account he sent was my old account that I had in **. That had been closed months prior. This was processed by global pay as well ! And I did provide you with a new checking and yes it had a different name, I also provided you with a bank letter proving that I owned that company and the *** it was being deposited to ! All the while you were allowing funds to be deposited still ! 
  you also were still processing my other club in the same name for over 18 months with no issues under the same *** ! Your department told me what to do, your department told me to change the checking account! How else would you expect someone to react when youre holding ****s of dollars of their money for no reason! I did everything you asked ! I begged the risk investigator to respond on several occasions to how long it would take she finally did answer that was around the 4/12/23 not 4/21/23 and she said it would take 40 days from then ! Its not 5/24/23. How is you can charge someone in .5 seconds but to give someone there money its taken almost 3 months! This has been going on since Feb 2023 !!! So dont tell me I need to be patient! Ive been waiting you have just about put me out of business holding this money!  Ive had to use savings; cash advances, Ive bounced checks and all my bills are late because of this! 
  its unfair, Im a small business, I will not go away and Ill continue to tell every single person I come into contact with how youve treated me and what youve done to my business! 
  Im not sure who is personally sending this letter but tell me to be patient, why dont you write me the check for 5-6000 dollars and Ill send you the money when it gets here ?? And you can be patient and wait for it ? 
  

  I did NOTHING wrong here ! Your terrible company was still processing my other club till 4 weeks ago! If I was such a bad Risk ! 
  

  so I wont be patient I will continue and continue till you have the worst possible ratings you can. Next is the attorney generals office 

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

• Initial Complaint

  Date:05/05/2023

  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 recently by mistake deposited money onto an online casino in ********** when I myself live in **. It was only $25 and I immediately tried to withdraw it. My withdrawal was rejected twice. I called customer service and they informed me that it was being rejected by GlobalPay **** I then reached out to GlobalPay 3 times in order to arrange some kind of payment plan for the $50/charge back I wasnt even aware of. I still.to this day can not get ahold of anyone nor a callback. I just want to correct this issue so I can get my money off of the ** website.

  

  Business Response

  Date: 05/10/2023

  
  
  
  Better Business Bureau, ****
  Case Number:  20021750      
  Consumer Name:  *******************
  Our Account Number:   *******
  
  
  
  
  Date: 05.10.2023
  
  Dear BBB Customer Relations ************************************************************ (GPGSI) is a third party payment processor.  We provide check and ACH guarantee services to Gaming merchants that accept physical and electronic checks (ACH) for services throughout the ****  We received your correspondence and have reviewed the facts within our operating system.
  
  On 6.27.2021, the consumer of record enrolled into our VIP Preferred Program via our clients WEB portal which allows consumer to make deposits to conduct their gaming experience through our clients WEB portal. 
  
  Below is the patron information that was captured at the time of enrollment:
  
  Name: *******************
  
  Address: **********************************************;
                  ********************, ** 15068
  
  Phone:************
  
  
  Email:***********************  
  
  
  Bank Name: THE BANCORP BANK
  
  
  
  
  As a result of enrollment and accepting our Terms of Services (See Terms of Services), a transaction was processed on 1.29.2022 for $50.00 and guaranteed by our organization for our client PLAYLIVE! CASINO    Subsequently, the merchant was funded by our organization, and we debited the patrons bank account on record. On 2.03.2022, the patrons bank establishment returned the ach as INSUFFICIENT FUNDS. Per our standard operating procedures in alignment with our Terms of Services, the return was assessed a return fee of $35.00.
  
  
  Our organization pursued recovery efforts from 02.04.2022 through 06.03.2022 however, we were not successful in contacting the patron of record during this time frame.
  
  
  On 06.03.2022, our organization wrote off the debt as a loss and was placed for further recovery efforts with a third-party agency called EXECUTIVE FINANCIAL COMP.   
  
  
  In lieu of the most recent correspondence received through the Better Business Bureau, we have assigned an internal manager to assist the patron and provide further guidance on this matter for resolution.  The direct contact information is the following:
  Managers Name: ***********************
  Phone: **************************
  Email: *****************************************************
  
  We thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact **.
  
  Best regards,
  Global *********************** ****

• Initial Complaint

  Date:05/04/2023

  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 SUBMITTED A COMPLAINT EARLIER THIS YEAR WITH THE BETTER BUSINESS BUREAU FOR THIS SAME ISSUE. **** PLACED A HARD INQUIRY THROUGH TRANSUNION WITHOUT AUTHORIZATION OR CONSENT. THE COMPANY SAID THEY WOULD HAVE THE HARD INQUIRY THEY PLACED WITH TRANSUNION WITHOUT MY CONSENT OR AUTHORIZATION REMOVED. TO THIS DATE, ********** HAS NOT RECEIVED ANY REQUEST FROM TSYS TO REMOVE THE HARD INQUIRY FROM MY CREDIT REPORT. THIS HAS CAUSED MY CREDIT SCORE TO DROP. THIS CORPORATION HAS FAILED TO RESOLVE THIS EVEN THOUGH THEY TOLD THE BETTER BUSINESS BUREAU AND ME THAT THEY HAD. I AM ALSO REQUESTING A COPY OF WHAT TSYS SUBMITS TO TRANSUNION AS PROOF THAT THEY HAVE FOLLOWED THROUGH WITH THIS. THANK YOU. I NEED ASSISTANCE, PLEASE.

  

  Business Response

  Date: 06/07/2023

  
  
  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  June 6, 2023
  Better Business Bureau Inc.
  Case Number: 18691224
  Consumer Name: *******************
  Merchant ID number:
  Dear ******************** Customer Relations Advocate,
  **************,
  
  
  We apologize for our delayed response, as we were trying to look further into this matter for you. I can confirm  and have attached screenshots for you below  that we did in fact submit a request to TransFirst on January 12, to have this hard inquiry removed from your credit report.
  
  
  Regarding the 3 screenshots below: The excel spreadsheet titled 'Inquiry Removal Request' is what we fill out and send to TransUnion through their data exchange gateway website. The one titled 'Processed Inquiry Removal' is the document they send back to ** when they have successfully processed the credit inquiry removal request. This doesn't mean they have removed the credit inquiry, however, it just means they have processed our request to have it removed. It is ultimately up to TransUnion to remove the credit inquiry once we send them the request. The third screenshot, titled "Time Stamp of Submission" shows that when we logged back into their system at 8:46 a.m. on January 12, we saw the "Processed Inquiry Removal" document which told ** that they had processed our request to have the credit inquiry removed from your report. 
  
  
  Per these screenshots, we turned over everything necessary to remove this inquiry from your credit report as promised in January, and received confirmation of receipt from TransFirst. We are not able to answer, or explain, why TransFirst is telling you they never received our request.
  
  

• Initial Complaint

  Date:05/04/2023

  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 reported this issue few times that we're unable to process the government credit card (Mmastercard). We keep getting "Terminal ID Error." Talked to tech support few times and they couldn't resolve this issue and said they will get back to ** but they never did. We called them yesterday and after checking serial of the terminal and they put ** on hold then hung up.Most of the work we do for goverment, military and corporations and we told them this issue needs to address because we can't charge the government credit card. We need upper management level to get involved and resolve this issue.

  

  Business Response

  Date: 05/11/2023

  
  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  5/10/2023
  Better Business Bureau Inc.
  Case Number: 5443213
  Consumer Name: ******
  Merchant ID number: 
  Dear BBB Customer Relations Advocate,

  
  The merchant receives a terminal error whenever they try to process transactions using government credit cards. The merchant called ** twice - 04/25/2023 & 05/03/2023 respectively. The first agent who handled the call troubleshot the merchant's terminal but was unable to resolve the concern. He then advised to call the merchant back but no further update was provided regarding the callback. The second agent who handled the call was about to provide the correct resolution to the merchant but due to connection issues, was not able to do so.

   

  The resolution to this issue is for the merchant to talk to their agent and fill out an addendum form. Their agent will then discuss the rate that will be applied once debit is enable on their terminal/account. Once the merchant has accomplished the form,  they need to send it to ****************************** and our back office team will enable the debit feature so the merchant can start accepting debit card transactions and will no longer receive the terminal error.

  
  We manage to get in touch with the merchant and he is planning on switching processor but we were able to change his mind. He is currently busy at the moment when we called and he will contact his sales agent tomorrow so they can have the addendum filled out and expedite the process. We will call the merchant tomorrow for follow up and will send an email to his agent to provide heads up.
  

  
  

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20019240
  
  I am rejecting this response because: We never use debit card with PIN. I did contact many times and told them they put our company in Jewelry repaire category that's why government credit card bocked all transaction but they keep saying ***************** was in correct category. We do awards trophies, plaques and custom engraving has nothing to do with Jewelry.
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:04/19/2023

  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.

  Translink TSYS is currently holding close to $60,000 of our money. They began holding all of the money from every transaction that was processed through our shop beginning a full week ago. They have held every transaction since then as well. They claim it is a "risk hold" but they have not contacted us about obtaining information on the transactions. We have attempted to contact them for almost a week, but we can't seem to reach anyone beyond a call center. We have been in business for over 7 years and recently changed to a new card processing company, Stax. Translink is the company that works on the backend of the transactions. We sell high-priced items, so I'm assuming that is why our money is being held. However, we have never had anything happen like this before and have never done anything to raise red flags. We are desperate to get this money back as it is putting a stranglehold on our business.

  

  Business Response

  Date: 05/02/2023

  
  Global Payments, Inc.
  3550 ***********
  *******, ** 30326
  Globalpay.com
  May 2, 2023
  Better Business Bureau Inc.
  

  Case Number: #********
  Consumer *********************************** ID number: ******************
  Dear BBB Customer Relations Advocate,
  
  The merchant was contacted today, May 2nd and was advised that the funds have been released on April 23, 2023 with a total amount of $58,304.38.
  The merchant has confirmed they have received the deposit and a breakdown of the released funds were also sent to the merchant for their reference. 
  On the 13th of April 2023, the merchant's account was placed on reserve by the *************** due to suspected fraud transactions.
  There were transactions between the 11th to the 12th that declined using different BINs but with similar amounts.
  

  
  

• Initial Complaint

  Date:04/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unable to obtain a basic report I requested for my taxes due this month. I just needed help getting all the fees, credits and chargebacks, which EVERY business needs at tax time. I don't know why they don't just automatically produce this, but whatever the case may be all my calls have been going to ***************. Also, my sales agent company has not been at all helpful. I would like to switch to another company that can offer me the same or better rates. Very disappointed and would like to talk to someone in corporate.

  

  Business Response

  Date: 05/02/2023

  We believe this came to ** in error as this is not one of our merchants. 

• Initial Complaint

  Date:04/10/2023

  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.

  My company The jump house llc is trying to get my money transferred from global payment to my bank account and they will not transfer my funds! We have given them all necessary documents! And all we get is harassed and refused! To work with us!

  

  Business Response

  Date: 04/18/2023

  Globalpayments.com
  04/18/2023
  Better Business Bureau Inc.
  Case Number: 19918743
  Consumer Name:  ***************************
  Merchant ID number: *************

  
  Dear BBB Customer Relations Advocate,
  We have contacted the consumer and apologized for the negative experience the merchant has received. The merchants bank account needed to be updated, but due to difficulties and miscommunication was not completed until 04/14. We had released the funds we were holding on 04/17, and the consumer has confirmed that they have received all of their missing funding. The experience the consumer had was definitely not the experience we had intended, and we had ensured that going forwards things will be going much smoother.