Complaints

This profile includes complaints for Enhanced Payment Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Enhanced Payment Systems

  8501 W Higgins Rd Ste 250 Chicago, IL 60631-2801

  
• 

  Enhanced Payment Systems

  900 Commerce Dr Ste 201 Oak Brook, IL 60523-8737

  

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:03/25/2025

  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.

  signed a contract for them to do processing for our small business. I was not given all the information and misled on how to transfer out data to the new account. I was told that i would have to manually transfer over 200 accounts. When I spoke to representative and expressed I did not have the manpower to do this at this point. She told me that they could put my account on hold. they have been charging me processing fees for several years. I have never received any invoices or any correspondence from them and they have charged me for over 3k worth of fees and I have never did one processing with them. I tried to work out a reasonable settlement with them but they were unwilling to work with me.

  

  Business Response

  Date: 04/21/2025

  The merchant account was established in 2018, and all customer data that was available was transferred and completed on 1/8/2019, along with adding e-check services. The merchant's father passed away so the merchant said he needed to keep things as they were and to not close the account. We recently spoke back to the merchant and advised that we left the account open as requested. We offered to compensate the merchant starting at $400 since no prior cancel request was made, and once we got him back active, we would review for additional refunds. He agreed and started moving forward then stopped saying he was owed more money. We are also a business and cannot just throw money away.  You went 7 years without asking us to close your account and you now want to get ******** refunded. We cannot and will not do that.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23114841
  
  I am rejecting this response because:

   

  I spoke to the ***resentative for *** and she had originally told me that all my accounts could be electronically transferred to the new system. After I had signed up I was notified that I could not electronically transfer accounts. I did not have the time or man power to transfer over 200 automatic pay accounts. At that time I told the *** that I was not able to do this and she said she could put the account on hold until I was able to handle the transfer. She did not mention or explain that I would be charged any fees without having an active account. Not once did the *** contact me back.  I have the phone conversations recorded and my intention on not having the account is clearly expressed. I have not process even one payment with EPS. The reason it has been 7 years is that I have never once received any type of statement, mail, or emails regarding any account that I have with EPS. On my bank statements the charges look just like my current processer. At this time I have started a suit against EPS but I am more than willing to accept a reasonable refund offer. $400 of transaction fees when I never used the service is not a reasonable offer. All they have done is collect fees from me for no services rendered. 

   

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

  

  Business Response

  Date: 04/22/2025

  I would like to see those recordings because our notes in the system say different.  We followed your instructions, and you were happy to keep the account open. An open account costs us money whether you use it or not.  You waited 7 years to come to us and are now demanding $3,000.00.  I am pretty sure you do not handle business that way with your business.  If you were charging a customer for almost a decade, I am pretty sure you would feel the same way. I can absolutely understand a few months, but 7 years and you tarnish our name on the BBB, is a bit much.  We will refund you ****** which is a full year of processing fees.  I feel as though that is more than sufficient 

• Initial Complaint

  Date:02/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company continues to charge my bank account merchant fees even though I canceled my account in March 2024. They keep giving me the run around and assure me I wont be charged. I paid ***** in cancellation fees back in March 2024. I have been assured by their supervisor that I wont be charged and that it must be some glitch but every month they keep charging me $56.90 every month. I would rather not have to close my bank account. Please help me. They have stopped responding to my emails. This company looks like it has done this to others.

  

  Business Response

  Date: 03/05/2025

  this account has been closed for a while.  The charges you are receiving are not from **,  Ive looked through all of your history.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22899301
  
  I am rejecting this response because: I have been talking to ****** and he confirmed with me he will reimburse me for the charges from May 2024 till this month. You need to talk to ******
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/06/2025

  if it is being handled and you are in talks with ******, it goes against everything you stated. I am required to respond within so many days as per the BBB.  If this is being handled then you need to close the complaint. Im not sure what else to do for you. It shows zero in the system so that would mean a refund was already issued.  if your problem is resolved, there is no need for the complaint to be open 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22899301
  
  I am rejecting this response because: I will close the complaint once the you guys do your part and stop charging me every month. He just started working with me once I filled this complaint. I gave you guys many chances and did not get an response for months until I was forced to write this complaint.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a merchant services company that we have been using for several years. I have been trying to close my accounts and cancel my services for 7 days now. I have emailed them several times as well. Every employee says that no one is available to do that and they will call me back. I have called and called. No one is calling me back, no one is cancelling the service and they are charging me. I am feeling like I have no choice than to block them from taking money from my bank account and I really don't want to pay for that. I am reporting this to BBB because this is an issue that is not rectified and I think that this is non-compliant and close to being theft. My main goal is to get them their credit card machines back and close my account. I have been extremely patient trying to cancel my service since 1/24/25. I have spoke with ***** and ***** and ***** and ******* and ****. All of them said someone has to call me back. No one is calling me back. I am allowed to cancel services I do not want anymore and should be able to do it the day I call to cancel. This is very wrong and others need to know how they operate.

  

  Business Response

  Date: 02/14/2025

  There are so many messages between us and this merchant regarding the assistance of helping her to close her account. The account is closed. Most of the messages were trying to let her know that the deal she was Leaving us for was going to cost her a lot more money, but the account was still being closed at her request so were not sure why there is a complaint. We were simply trying to discuss her situation so that she didnt get put into A bad contract

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22880254
  
  I am rejecting this response because:

  I feel he only responded and said he closed it because the BBB Complaint. He harassed and belittled me and said he didn't have to close the accounts (after I had been trying to cancel it for a week) unless I provided all the new contract and pricing info which is not necessary to close our accounts; I gave it to him because I just want these 2 accounts closed once and for all. I was a customer of theirs for 5 years and have never been treated this way from any vendor when cancelling services.  He will not give me the statement or anything besides an email stating that both of our accounts are closed and to get rid of my BBB complaint. I want confirmation that the last fees they took on the 5th were the final fees being taken from our bank account.  He has not sent any ***** shipping call tags for the 2 credit card machines but stated he needs them returned.  I have asked several times.  I do not want to be charged for these machines. Also, after the first email where he said our accounts have been closed, a charge went through one of the accounts so I am concerned they are planning to charge us the monthly fees in February because the account was not closed when he originally stated it was. I would like to close this BBB complaint as soon as I have in writing that there will be no more charges taken from my bank account and either to dispose of machines or where to send them. I am so thankful for the BBB's help and appreciate your time.

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

  

  Business Response

  Date: 03/03/2025

  All of this is absolutely false. Your accounts are all being closed, but you cant continue to use them. If you continue to use them then you get billed for that month, thats just how it works. If you stop using the accounts and turn off all reoccurring billing, we can close the accounts. we cannot close the account when you have money in there

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22880254
  
  I am rejecting this response because:

  I have in writing that they cancelled out accounts 1/31/25 which means you can't use them and nothing can process. Then an auto pay came through my bank with the "closed" account so we contacted Gateway which is Enhanced Payments Systems Direct Provider and their customer service representative, not ******, told us that the account was not closed and we needed to get a hold of them because Enhanced Payment Systems is only one who can close and the autopay wouldn't have went through if it was actually closed like he told me.  I uploaded the emails and highlighted the 2 facts/points.  Their response saying everything I said is false is outrageous and it always seemed to me they were trying to bill me for another month so he didn't take my phone calls or reply to any emails and then didn't close the account when he said. I have sent back the equipment now and believe all accounts are finally closed.  The response is not the truth.  I didn't charge anything else.  He made a mistake and thinks I should pay.  We don't owe them any more money for anything.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  , 4 month ago I have trusted the representative ****** Davinci And his assistance.They walk into our business and offer us deal and explain that there wouldnt be any contract and you can CANCEL ANYTIME with the option CASH Discount 399 per month. They are over charging 475 per month and ****** told me $75 was the tax for $399. He said he not responsible for the charges. He just come out and get business.Customer service wasnt helpful either. That why I want to cancel but I cant because they hit me with 48 month lease. ( they said there wasnt any contract now there 48 month lease

  

  Business Response

  Date: 01/15/2025

  Tell us why here...I hope this message finds you well. We have received your complaint submitted to the Better Business Bureau (BBB) and appreciate the opportunity to address your concerns regarding the terms and charges associated with your account.
  
  
  Contractual Agreement:
  
  
  Our records indicate that during the account setup, a verbal confirmation was conducted to ensure clarity on the terms, including the 48-month contract and associated fees. This process is designed to confirm that all parties have a mutual understanding of the agreement.
  
  
  Charges and Fees:
  Monthly Charges: The agreed-upon monthly fee was $399 plus applicable taxes. The total monthly charge of $475 aligns with this agreement, accounting for taxes and any additional services or fees.
  Chargeback Fees: A fee of $26 is applied per chargeback occurrence. Our records show one chargeback instances, resulting in the corresponding fees. We can credit back the $13.
  
  
  Resolution Steps:
  Refund of Overcharges: We are committed to ensuring accurate billing. If there have been any overcharges beyond the agreed terms, we will process a refund promptly.
  Account Closure and Contractual Obligations: While we understand your decision to close the account, please be aware that the 48-month contract includes terms regarding early termination. We are willing to discuss potential solutions to address your concerns amicably.
  
  
  Thank you for bringing these matters to our attention. We value your business and are here to support you.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22716898
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Le

   

  1. The representatives ***** know that I don't speak or understand much English every time he come in his assistant ***** ****** was there to translate for me. But during the phone call for verbal agreement  ***** just told me to say YES to everything and he said if I'm not happy he will take care of it for me. 
  his assistant wasn't there that day to translate for me. 
  They promised to resolved any issue I got but every time I call, is alway some reason. 
  

  2. The $399 monthly charged or less but every months there alway more, now they said the extra charges is for insurance, other fees that the contract didn't even mention. The sale representatives ***** NEVER say or mention other fees. They have hidden fees. I trusted them, they have message me on my phone with text message saying and promising all the problem will be taken care of. There no contract I can cancel anytime, and now they said that I have a contract for *******.  To cancel the contract I have to pay $399 a month x 48 month to cancel. I have to pay $20,000 to cancel my account it's doesn't make any sense to me , the company representatives *****  said there NO CONTRACT. 
  
  

  If the company want to resolved the matter and issues. They can contract my store manger 

  the owner doesn't speak much or understand English. My manger is the one relpying back to the company with my consent as the owner LE PH?C for this issue. 

  ****** ***** Duong 

  ************ 

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

  

  Business Response

  Date: 02/03/2025

  I have already responded to this complaint. You were very well aware of the charges and we went over them with you multiple times. Your account will be closed with the necessary charges.

• Initial Complaint

  Date:05/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to warn those who are thinking about getting into bed with this company to rethink it. I was told that I wouldnt have extra fees, that I could cancel anytime and that I would save money. All of this was a lie and when I tried to talk to my agent about it she said she doesnt really work for them anymore and that shes been hearing the same things. I called the company twice, the first person refused to cancel my "contract" and said that I have a 2 year lease which is false. I was assured I could cancel anytime. When I asked her to send me the contract she never sent it. I called again to ask where is my contract and she said when she received it she will send it to me right away, its been two weeks . I called on Friday last week and I got on the phone with someone who didnt know the situation and all I asked was for my contract and she said I needed to speak to someone. I said no I just want my contract sent to me and she kept saying I need to talk to someone. I told her just send me my contract and she said she would have someone contact me. What kind of tactic is this? I just called again today and they said that TA will call me back. I just want to cancel at this point and move on and refunded for the month of April

  

  Business Response

  Date: 05/28/2024

  We have tried many times to resolve this issue with the merchant and after several calls with no response there is not much more we can do.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21700471
  
  I am rejecting this response because:
  I have not received an email from ******* showing what I owe to cancel this contract I was duped into. All I want is to move on and not get charged for equipment and services Im not using. There has been no attempt to help me sever ties just pushing me to continue using their services. I need out now.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/13/2024

  There has been a lot of conversation between you and our company regarding this issue.  I am not sure what else we could possibly do for you. You have received the equipment return form months ago . We cancelled your account.  You seemed happy and now you are rejecting our response.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21700471
  
  I am rejecting this response because: I emailed you guys in regards to getting the information to return the equipment. Though I am not happy with the fact I have to pay 2500 for a lease for the equipment in which I plan on returning and retail is only $400 I have accepted the outcomes and just want this over with. Someone needs to contact me with all that I need to do to end this unscrupulous contract.

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

  

  Business Response

  Date: 06/13/2024

  Maybe the rep who sold you didn't explain it properly.  You are paying the monthly fee for everything.  Not just the box that swipes the card. The terminal itself may be 400 but the software that protects you from data breach, chargebacks, etc along with the free paper for life, upgrades for life and warranty on that "box" is all part of the program.  We are a wholesale provider and we take on all the risk so you don't have to.  We saved you a significant amount of money each month which is why you decided to go with us in the first place.  We are a business just like you and you committed to our contract just like we committed to providing you with lower fees and better protection from fraud.  

• Initial Complaint

  Date:05/02/2024

  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.

  Enhanced payment systems,mysupport.io has been holding our funds over 12 months

  

  Business Response

  Date: 05/09/2024

  This merchant has a reserve on their account, which he agreed to and signed off for. The reserve has guidelines and he was instructed and even confirmed with ****** as recently as April when he reached out again asking for the funds to be released. I've attached the reserve letter he signed and dated which also outlines the reserve terms.
  
  

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21656844
  
  I am rejecting this response because this has been going on since March 2023 , I have all chains of emails and communication from this company.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/28/2024

  Account has been closed as merchant requested.  ******** stated they were satisfied and that they would be removing the complaint as it held no merit.

  Customer Answer

  Date: 05/29/2024

   
  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:05/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company provide merchant services, when I have contact them to close the account they give me the round around did not like the idea that i stop using there services. need your help closing the account.They have told me that they will send me the form for closing the account by email never got it.contact again they have told me that they will contact the person that spoke to me and he will contact me. waiting for a simple form. please contact them and have the right person help me closing the account thank you merchant account nbr ************

  

  Business Response

  Date: 05/28/2024

  We have asked for proof of the charges in question as we believe they are not related to us with no response from the merchant.  We would be happy to provide a refund if we deemed necessary.

  Customer Answer

  Date: 05/28/2024

   

  
  The way they conduct business is wrong. After I posted a complaint, they contacted me and requested its removal. I agreed if they close my account. They also asked me to change my ****** rating and complaint. It seems to be resolved, but I'll only know for sure if I don't see a charge next month. ( they have responding like i had contract with them and i could get penalties which was incorrect and i ignored, i just want my account close.

  per there respond see attached document acknowledging the closer of the account, and that they know who we are.

   

  apologizing for not closing my account in timely matter will be appropriate, no dining any business relationship. 
  

   

  Complaint: 21656242
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 05/28/2024

  You as a business owner signed into a contract with us. You did not live up to your side of the contract, but we went above and beyond and closed your account despite That. Theres literally nothing else that we can do. We closed your account and we suffered the loss. We were just asked that in the future if you sign into a contract, you follow through with your obligations. we are a business just like you are, And when people dont follow through with their obligations, they hurt our business just like it would yours. Either way we let you out of your obligation with us and wish you nothing but the best.

  Customer Answer

  Date: 05/28/2024

  we were out of contract terms (month to month), and we had the right to close  the account.  review the contract please  and post it here at this platform  so we all can see how you guy conduct business. regardless contract or no contract you guys ignore our request. it was no money issue. if a customer want to close the account you should work with him not ignore. and then your response, claiming that you do not know us, is infuriating

  post the contract on your file  just want too see what you will come with now. 

   

   

   

  Complaint: 21656242
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enhanced payment systems has charged for credit card transactions that were never set-up or processed through.I have been hung up on multiple times trying to rectify the billing issue.For three years we have been billed for services that were never set-up or utilized.Enhanced Payment Systems is a deceptive business that needs to be investigated for fraud and ghost billing practices.

  

  Business Response

  Date: 02/05/2024

  We are very sorry you were not happy with our services.  You signed up with us over a year ago and never processed and also never closed your account.  We contacted you over a dozen times to set up the terminal with no communication from you.  Of course you were charged every month for services because you signed up for them.  We made ever attempt to get you set up and processing.  Almost a year later your son reached out to cancel but refused to send in a cancellation form.  You also lost the equipment we sent you, so you had to be charged for it. Despite all of this, we agreed to cancel your account with no Early Termination fee even though it should have been charged based on your paperwork.  We will not be refunding anything because you still have our equipment 

• Initial Complaint

  Date:12/21/2023

  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.

  To Whom It May ********* have been working with this company for over 3 years. I own a liquor store and use them for merchant card services. Whenever a customer uses a credit or debit card, they handle depositing the funds into my business bank account. Recently, I opened a new bank account for my business and wanted to have them start depositing money there. I filled out their form to request this change. It has been over a month and the funds have not started going into the new account, nor are they going to the old account. I have been trying to rectify this situation all month and have not been able to get an answer from them as to why the money hasnt been deposited to my account. They have since stopped answering my calls. They have not made any effort to solve this issue. As a business owner, I am facing financial hardships paying my vendors because they will not release my funds to me. The funds are totaling close to $37,000 at this point, and going up with every sale.

  

  Business Response

  Date: 01/07/2024

  11/24/2023 the merchant began getting *** rejects due to a frozen bank account. PPS emailed the merchant about the *** rejects and Support reached out as well to advise that he was getting *** rejects due to the frozen account and that a bank letter was needed.
  The merchant didn't provide banking until the beginning 12/05/23. A case was then submitted to have the banking updated and it was completed, but the merchant contacted us to say their banking institution put the wrong account number on the letter provided.
  
  
  Support had to wait on yet another bank letter, which he sent to ******* on 12/13/2024 and she sent it to Support on 12/14/2023. When the ticket was created on 12/15/2023, it was then rejected due to the business name not matching what was on file on 12/18/2023. Another ticket had to be made to update the *** and that was completed on 12/21/2023 in which the banking ticket was created and not completed until 12/22/2023. Because the *** rejects came due to a frozen account Risk had to review the change and they are the ones that determine the release of funds.
  
  
  Last week they advised that the funds have been released and the merchant will receive them within ***** business hours
  
  
  In all of this time he has been in contact with Support and multiple calls with *******, **** & ***** specifically. ******** also stated she would remove the complaint

• Initial Complaint

  Date:11/10/2023

  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.

  This company is deceptive and does not honor their service agreement. For 10 months I was charged fees that were promised as "waived" on the agreement that their salesperson "*********************" had me sign. One of the charges was a "$99 Annual fee" charged in June 2023 which was supposed to be waived, the other charges were "PCI Non-Compliance" $39.95 (Charged 7 months total of $279.65) $19.95" PCI monthly Fee (Charged for 10 months $199.50) In total they charged me $578.15 in these fees and violated their agreement. When I called customer service I discussed this issue with a lady named ******* about these charges. Initially she tried to deny responsibility claiming that these are standard charges and the sales person was not supposed to waive it.. So either the salesperson ***** is a liar, or she's lying or both. I showed them the copy of the agreement via email so they looked it over and after many phone calls from me they agreed and said that they would refund me for the annual fee $99 and the $19.95 monthly charges, but the $39.95 charges would only be refunded for 2 out of the 7 monthly charges. which is completely unacceptable as it was not part of my agreement. but I go along with this ridiculous proposal by them. So I was told in October that I would get a refund on my October bill which is billed in early November. I decided to close my account with this company in October. I asked about the refund before closing this account and I was assured that the refund will still be processed in November. So November comes and lo and behold, the refund is not given. I call back and a rude man named ** goes on a rant about how I should not have closed the account and that theres no way for them to issue me a refund because I closed the account. These people are thieves and they are not ashamed of what they do to their customers. I am making this complaint because I have been dancing back and forth on the phone with them with no resolution and I'm tired of calling.

  

  Business Response

  Date: 12/05/2023

  The merchant was charged for PCI as it was a part of his contract as well as an annual fee, The merchant sent in the form that states "Merchant must maintain annual PCI questionnaire to avoid PCI noncompliance fees, both charges we agreed to refund as a courtesy. The refund total was $358.45 which the merchant agreed to. We completed PCI for this merchant on 9/1/2023 and sent him a certification letter. The merchant then complained in October he was able to find a company that would pay his debit fees for him. We advised that it was impossible and offered another pricing structure which he refused. We were unable to issue any refunds as shortly after the merchant agreed he closed his account and shut off access for us to make any deposits. He returned the equipment on 11/6/2023 and the account was closed without penalty as it should have been accessed a $495 early Termination fee as the merchant processed for eleven months.