Complaints

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:01/31/2023

  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.

  My name is *************************************** I own two pizza take out businesses one in ************ ** ********************************, and one in ******** *********************. We wanted to be apart of the *** program where you can use food stamps to purchase food through ** and velocity merchant service told us that we needed to update payment devises so we chose one of the pos stations witch they said it would have online ordering with delivery and mapping great fit for quick serve restaurants. When we received it it was the clover dual system and had nun of these things that they said and they were trying hard to make me keep the stations and trying to make me run credit card thru as soon as possible they couldnt add my menu correctly in it because they dont have a pizza builder on the screen and when I backed out from them they stopped giving me service stopped my calls and emails and now Im being sent to collections cause of there bad service and the lies I received.

  

  Business Response

  Date: 02/14/2023

  We're sorry for any confusion but  our records show that your menu was loaded and that we never received the necessary documents for your MOU program application and that our service was cancelled at no charge. It appears that the collections effort is not coming from us, but from ************ the people that leased you the equipment).  Please contact them to resolve the issue.  Or us, if we can help in any way.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18962325
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************************

   

  Thank you for getting back,the system. Velocity merchant services provided us did not have a delivery system mapping features. In fact, they were telling us to tell our customers to go online to take a delivery order also, the pizza layout menu cannot be fixed because they did not have the option to do it after we told them that we need to return this devices since they had sent them to us we lost contact they were promised they will call me back and I never did until first data wanting $10,000 from us 

   

  velocity merchant services signed ************** up under a false advertisement on equipment  

  

  Business Response

  Date: 02/17/2023

  Again, we're sorry for any confusion.  I know you met with our ************** when he drove out to you to try to get a set up that would work for you and we're sorry to lose your business since the system isn't able to do what you'd like it to.    Because the lease was signed with FDGL, any questions regarding the equipment need to go to them.

• Initial Complaint

  Date:01/12/2023

  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.

  Credit card processing through velocity - with clover and first data.The POS was never used or opened. We have one processing clover square.They said we signed a contract - and impossible to cancel. They have been taking out $***** each month and $37.00 each month since june 2021. The $37 per month is approvedThe ***** wasnt. BBM hasnt had a move job since April 1 2022. We no longer have trucks equipment or supplies.I mailed the equipment back to Clover Velocity or first data.They have taken $1700.00 from my account. Now they have their equipment back - never used once and wont cancel the contract. Thats criminal in my opinion.

  

  Business Response

  Date: 01/17/2023

  Please call our customer ********************** department with your account number. -   there seems to be no record of your name, phone, address , email or business name.   There is another Velocity processor  and it's possible you need them, not us. We'd be happy to help you get to the bottom of this.

• Initial Complaint

  Date:11/08/2022

  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.

  The attached document will provide information regarding Velocity Merchant Services refusual to return calls to correct erroneous and inaccurate information that was on the application to acquire credit card services. Because the errors were not corrected the application was processed, you are held liable for a transaction that was not corrected, and when you don't pay the fees, the incomplete transaction is sent to collections.. This action is perceved as an unfair and deceptive business practice. It appears that this company engages in bait and switch business activities as you scroll through the application it provides your name electronically. As you point out descrepancies in the application they do not correct it nor do you have the opportunity to cancel this application because they refuse to answer your calls.

  

  Business Response

  Date: 11/10/2022

  In researching this, it appears that your equipment was installed and working correctly  on 5/14/22.  The *** application (which most probably would've been approved as we've done other food bank -like businesses) was withdrawn by you and we cancelled your account with us at no charge.  The equipment is the property of the leasing company so all of those charges need to be addressed to FDGL.   Since the equipment was received here in July, they're probably a little confused.  From our records, it looks like we are trying to get our FDGL contact to help you out, as a sign of good faith.  But the billing and credit problem can only be resolved by them.  Their phone number is *************, not the one you've been using.

   

  We're sorry that this didn't go as planned and will keep you updated if we are able to help further.

• Initial Complaint

  Date:07/30/2022

  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.

  Velocity reached out to me about their merchant card processing for CBD stores. I own one retail store located in ************. I was called by Velocity in March of 2022 about using them as a merchant processor. I asked him to see in writing what the fees would be. The salesperson told me he couldn't do that unless I filled out the paperwork and was approved first. The paperwork asked for my banking info, and I reiterated to him several times that I wasn't agreeing to use them, and that he shouldn't charge my account for anything until I gave him the ok. He agreed. I filled out the paperwork, and before I had a chance to get back to him, Velocity withdrew $300 on 4/1, $39.95 on 4/04, and $39.95 on 4/21. I texted the sales rep immediately, it took 15 days to get the $300 returned, the other two charges were refunded a day after they were taken out. Then on 5/2, a charge of $89.95 was taken out of my account by *********** who had received my banking info from Velocity. It was returned on 5/3. Each time these withdrawals were made without my permission or knowledge, they caused other payments that were outstanding to bounce and I was charged fees by both the debtor and my bank. A few weeks ago I received a letter of demand from ********** claiming that they were owed $129.90 per my Merchant Processing Agreement. I have never used them or their company to process any payments, nor did Velocity ever send me any of the equipment that I would need to process cards at my business. I called ********** and they told me that Velocity has to call them and ask them to remove the charges from my account. I cannot get anyone who has the ability to do this at Velocity to communicate with me. I've spent hours dealing with both of these issues. I want Velocity to contact ********** and tell them to remove the charges from my account. I want to see in writing that this has been done, and accepted by **********.

  

  Business Response

  Date: 08/04/2022

  We would love to help you resolve this but your name does not appear in our records.  Please supply your business name so we can address this. Thank you!