Complaints

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

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  Payroc

  7840 Graphic Dr Ste 200 Tinley Park, IL 60477-6283

  
• 

  Payroc

  9404 Margo Ln Munster, IN 46321

  
• 

  Payroc

  Nashville, TN 37205

  
• 

  Payroc

  1350 E Touhy Ave # 210-W Des Plaines, IL 60018

  
• 

  Payroc

  1776 Peachtree Street NW, Suite 700S Atlanta, GA 30309

  

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:07/31/2023

  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.

  In **** in signed up with retriever merchant services, for my business ********************** Merchant ID number 520001570152,in about 2008 I stopped using them. At that time I went with a different service, I thought this service was canceled. I do not look at bank statements, I just send them to my *************** day I noticed a charge of $149.50 with ach withdraw. I cancelled this auto withdraw to find out who was taking this money over 15 years. My bank charged back about one year of service fees. This total dollar amount came to about &****** dollars over 15 years. My problem is retriever new all that time that it was a non-activity account. Why did they continue to withdraw this money for *********************** they are not ethical and this was just wrong. Worldpay who ever this is billed me for the charge backs, at which I wrote them a check for *******, I think they should reimburse me the amount of $*******.I have an open case but have not received any word from them case #********.I was informed by Worldpay that I signed a new contract in Feb 2016, this is absolutely not true, I have requested a copy of that contract, I have not received anything from them.

  

  Business Response

  Date: 08/02/2023

  Thank you for submitting your response. We have searched all of our systems, and we are unable to locate this account in our database.Our teams did reach out to WorldPay directly who informed Payroc that this account is not associated with our business. Unfortunately, we are unable to assist any further in the matter listed above.

• Initial Complaint

  Date:07/06/2023

  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.

  On 13 April 2023 an attempt was made to use a stolen credit card on our online business for $6099.99. The card owner identified the misuse of the card and called us to inform us about it being a fraud. We immediately refunded the charge that afternoon. A month later Payroc attempted to collect the funds as part of a chargeback and we went back and forth to resolve the issue as we had already refunded the money. At that time I was told Payroc had resolved the issue. On 25 May 2023 Payroc AGAIN attempted to take the additional $6k saying we never refunded it - although it clearly shows we did in our account. Now they are attempting to go to collections as we have a stop payment to disallow further theft attempts by Payroc to retrieve money we already refunded back to the card holder. Now they are harassing and we have involved our attorney. Payroc had a history of allowing fraudulent charges to go through even after our organic fraud filters had told us the transactions were denied. Payroc is a danger to all small businesses who work with them.

  

  Business Response

  Date: 07/11/2023

  Dear *******, Thank you for taking the time to provide us with an update on the issues you have experienced. The transaction that took place on 4/12/2023 for $6099.99 on card ending **** was declined with the following error Transaction not permitted by ********. A second card ending **** was then used to complete the transaction which was then successful as Payroc did not receive any fraudulent response from the cardholders issuing bank. As you mentioned, you did receive a call from the cardholder on 4/13/2023 who reported the charge and you immediately refunded the transaction. The cardholder then initiated a chargeback on 5/2/2023 which automatically places the funds on hold/or debits for the amount till researched and disputed. As we had to debit the funds initially till the process was reviewed, a stop payment was placed by the merchant, disallowing us any access to the bank account on file. The chargeback has since been resolved by our Risk operations team and our Settlement team has tried reversing the amount now that the chargeback dispute period has ended. There is currently a UCC Lein on the account. It is ********************* policy to withhold the disputed funds until such time as Payroc receives either (i) a court order requiring Payroc to release the funds to the merchant or the creditor or (ii) a settlement agreement entered into by the merchant and the creditor directing Payroc to pay one or the other. Until these documents are received by our Legal team, we are unable to release any held funds additional funds which has also been sent to your attorney dealing with the matter via our Legal team. Thank you for your patience whilst this was being reviewed and please let us know how we can assist you further.
  
  

• Initial Complaint

  Date:06/20/2023

  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.

  On May 8th I signed a letter requesting for my merchant account to be closed. I returned the equipment to *** with the label they provided. However on May 18th they charged my bank account even when the account was canceled and equipment returned. I called customer service and I was told they could not help me that they had no control over automatic charges. Fast forward to June 20th, I am once again being charged for an equipment that was returned and delivered to the label address over a month ago. I contacted someone who works with *************************** who was the one who convinced me to get the merchant and equipment and I was told that they have no idea why this is happening. That "It is truly out of their hands at his point", yet it was not out of their hands to convince me to use the ******************** and set everything up. I am disappointed this is how they treat their customers instead of actively looking for a solution.

  

  Business Response

  Date: 06/21/2023

  Dear ****, thank you for taking the time to provide us with your feedback regarding the recent charges on your account. The account was opened on 10/20/2022, with the sales agent completing your installation on 11/3/2022. Our teams verified with you 11/16/2022 via phone call regarding your rental agreement for the terminal and the charge is $19.99 per month. This is in addition to the Miscellaneous Fees charged monthly for the payment processing as set out in your agreement. A request from the sales office to terminate the account was completed on 5/8/2023 and the account was confirmed closed on 5/9/2023, with the Early Termination Fee removed due to inactivity on the account. You called our Merchant Support team on 5/18/2023 who advised that the charges were from our 3rd party rental company, contact information was exchanged to communicate this with them as the contract is separate to Payroc. I can confirm that the charges relating to the rental agreement for the terminal was also cancelled with the final payment for *** being charged in June. As a gesture of goodwill, we will process a refund for $119.90 which is for charges in March and April processing. This refund will be processed back to your checking account in **** business days. We hope this resolution meets or exceeds your expectations and we hope to work with you again in future.

• Initial Complaint

  Date:06/15/2023

  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.

  I was told on 05/11/2023 we would receive the refund it is now 06/14/2023 and no refund has been received which is why I waited to respond and money again has been REMOVED from our account the sum of ***** for the Month of May.. *** following is copy and pasted from first complaint and their response ************ is completely misrepresented. Our sales rep told us we had no contract and no cancellation fees when signing up. We canceled our services in December 2022 and equipment was picked up. It is now May 2023 and we are still being charged. Over $300 has been took out of our account. An account we have not had any access to we are now learning was not canceled by our representative and to top it off they want to hit ** with early termination fees.Business response 05/12/2023 Dear ******, thank you for taking the time in letting us understand your recent experience with our service teams. ***re was miscommunication after speaking with the representative earlier today. When you called him directly in December 2022, he asked if you had closed the account already the representative confirmed that you stated the account was closed, which is why there were arrangements made for the collection of the terminal. With regards to the Early Termination fee, you originally boarded onto our systems in May 2020. However, in February 2022, you moved to our cash discount programs, which included a free loaner device. As the device was loaned, the *** was re-applied. We apologize for any confusion caused and want to make things right. Due to the switch in account types, we have honored your original agreement and removed the $375 ***. This will not be charged, and your account has been fully closed as of 5/12/2023. Furthermore, as a gesture of goodwill regarding your monthly fees we are going to issue a refund from December till present in the amount of $566.25 which will be funded in **** business days. We hope this resolution meets or exceeds your expectations

  

  Business Response

  Date: 06/16/2023

  Thank you for your response. We reached out to the merchant directly regarding this complaint on 6/15/2023, as we did follow process and close the account when requested on May 12th 2023. The account was force closed to avoid any further fees, and the merchant confirmed the $566.35 refund had been received on May 17th 2023 to the business checking account as it had previously been overlooked. The merchant confirmed there were no further issues.

• Initial Complaint

  Date:05/11/2023

  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 company is completely misrepresented. Our sales rep told us we had no contract and no cancellation fees when signing up. We canceled our services in December 2022 and equipment was picked up. It is now May 2023 and we are still being charged. Over $300 has been took out of our account. An account we have not had any access to we are now learning was not canceled by our representative and to top it off they want to hit ** with early termination fees.

  

  Business Response

  Date: 05/12/2023

  Dear ******, thank you for taking the time in letting us understand your recent experience with our service teams. There was miscommunication after speaking with the representative earlier today. When you called him directly in December 2022, he asked if you had closed the account already the representative confirmed that you stated the account was closed, which is why there were arrangements made for the collection of the terminal. With regards to the Early Termination fee, you originally boarded onto our systems in May 2020. However, in February 2022, you moved to our cash discount programs, which included a free loaner device. As the device was loaned, the *** was re-applied. We apologize for any confusion caused and want to make things right. Due to the switch in account types, we have honored your original agreement and removed the $375 ***. This will not be charged, and your account has been fully closed as of 5/12/2023. Furthermore, as a gesture of goodwill regarding your monthly fees we are going to issue a refund from December till present in the amount of $566.25 which will be funded in **** business days. We hope this resolution meets or exceeds your expectations and we hope to work with you again.

• Initial Complaint

  Date:04/28/2023

  Type:Product 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.

  I had a guy stop by my business to bring by a payment processing device to test out. While here he got a photo of my business check for future purchases if I would be interested in services near future. No signed contract or any agreements. I've been seeing $25 transactions here and there from same company and thought it was just a rental charge until we agreed on doing business. Today I woke up to a transaction of $595. I called the company and was told it was a contract cancelation fee. I never signed a contract.

  

  Business Response

  Date: 05/01/2023

  Dear ******, thank you for making us aware of the issues you have been facing regarding recent fees charged to your checking account. The account with us was boarded on 1/27/2023, with only limited processing taking place in the amount of a $1 test sale. You mentioned that you did not want to terminate the account as you would be starting to use Payroc services soon, which is why you received a $25 monthly subscription fee for our Consumer Choice Cash Rewards program. The fees rejected due to insufficient funds and with no processing, our collections team terminated the account to avoid further fees rejecting. At your request when you spoke to our ***************** team on 4/28/2023, the account has been reopened which will allow you process once you are ready, whilst continuing to receive the subscription fee for Consumer Choice. The $595 Early Termination Fee, set out in the terms and conditions, is being waived and refunded now that the account is open and active. This should be with you within a 2-3 business day timeframe. We apologize for any inconvenience caused to you and your business.  

  Customer Answer

  Date: 05/01/2023

   
  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:11/23/2022

  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.

  We used Payroc as our credit card vendor. They are aware that on 6/1/22 they forwarded a client payment to us in the amount of $1,498.65 instead of $1,500.00. They've promised to correct their error several times and forward us the remaining $1.35 but have neglected to do so. While it is a nominal sum, I was told that they were aware of this system error and am wondering how many other companies this happened to. Are you able to help us get the money in question that we are owed and is there another entity that should be notified of this issue?

  

  Business Response

  Date: 11/30/2022

  In response to this merchant's complaint, we have addressed the issue and confirmed they are owed the $1.35. There was a discrepancy with the surcharge fee upon the sale being deposited. A refund has been issued out for approval and they can expect this credit back in their account by next week, Wednesday. Our refunds go out on Tuesday, so Wednesday will be the earliest it will be in their account. A call has been placed to the merchant and we left a detailed message explaining this. If for any reason they have any questions or concerns, they may reach back out at ************. Please accept our apologies for any and all inconveniences. 

• Initial Complaint

  Date:07/08/2022

  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.

  When we signed our buisness up with this company we were told there were no fees at all for using the equipment or processing the payments. That they charged the customer. However we started receiving ***** transactions from our bank account for the two terminals we had. We canceled our service in June due to this. They then charged us twice again in July. One of the terminals never once was activated or processed a single payment from anyone yet they were charging us for it when again we were told it was free for us. I asked for a refund of only the last two transactions and was told no. They hide fees and lie about it upfront. Then refuse to even try and make anything right.

  

  Business Response

  Date: 07/18/2022

  In response to this complaint, this merchant was boarded under the Consumer Choice Program with a monthly subscription fee of $25.00 that covers up to two terminals. This $25.00 subscription fee is part of the surcharging program that allows for them to pass along the processing fees to their customers. Unfortunately, they were non compliant upon coming on board and were assessed an additional $19.95 until they can provide certificate of compliance. There were 5 transactions processed for the month of June, in which the fees were covered through the surcharge program that totaled $7.91 and was deducted from the monthly cost. This was the result of them being billed once more in July since there was processing activity in June. Our terms of service have been fulfilled based on agreement signed and we see no refund being issued. We have included the signed copy of the agreement where it shows the $25.00 subscription fee on page 3 of 5, the $19.95 Non Compliance on page 4 of 5 (only charged if applicable), and a copy of their June statement showing fees. 

• Initial Complaint

  Date:07/06/2022

  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.

  In March of 2022 we called Retriever to cancel our merchant account. We were emailed a docusign which we completed. I called and emailed our rep and the company to find out what to do with the credit card machine, no response. In May, I called again, was sent another Docusign, completed it and was given an address to return the equip to, which was done. I spoke with ******************************* who confirmed it was cancelled. We continued to get billed. Today, 7/6/22 I called and spoke to several different people, but one of them ***** confirmed the account should have been closed in May and put me on hold to investigate, but instead transferred me and I got Almas. Almas said I needed to hang up and call another number because she couldn't help me but gave me the same number I called. She confirmed that I did call the correct #, the same one she was telling me to hang up and call back and that she would probably still answer and not help me. She finally sent another docusign and said it would definitely be cancelled this time but it may take another 30 days and they would probably **** us again and they would not refund any fees for the months that it should have been cancelled. She also confirmed that the email addresses and phone numbers we had been calling were correct and she didn't know why no one was responding. Case # for May 5, 2022 is 174115-1068-132962407814419025, which they confirmed is when it should have been cancelled.

  

  Business Response

  Date: 07/16/2022

  In response to this case, we do want to apologize for this inconvenience. There was an oversight and unfortunately the account was not closed in a timely matter. We did receive their cancellation request on 3/11/22 and was officially terminated in 7/6/22. We have issued a refund in the amount of $228.20 for the last 3 months of fees charged after cancellation request was received. An agent has reached out as well to explain this and gather up any more further questions or concerns that they may have. A call back number has been provided for them to reach out in case anything else is missed and that we may address. 

• Initial Complaint

  Date:06/22/2022

  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.

  When a sales representative approached us about using Payroc for ******** Services. He specifically stated this is not a contract. There are no rental fees, no start up fees and all ******** fees would be billed to the customer credit card. He said it was a ***** monthly processing fee, We used the card service 1 time. They cancelled our alleged contract and then charged us a termination fee of $595.00 stating they terminated the agreement due to non-use and not collecting the ***** processing fees. They then emailed us a copy of a contract which had someone else's signature on it but our company information. They also emailed a terms and conditions agreement which we had never seen. That was the first time ever seeing it. We want the fee refunded and further actions halted.

  

  Business Response

  Date: 07/01/2022

  In response to this complaint,
  
  We have attached a copy of the contract that was signed by merchant in this rebuttal. The copy provided by the merchant is a copy of the one we enter into our Agreement Express in order to get it to our Underwriting team. The merchant was boarded on 1/24/22, but remained inactive until 4/25/22 where we received the first batch for $2,612.41. We processed our month end billing to collect fees but it rejected from the merchant due to Reason Code:R01 Insufficient Funds, for $25.00. The account remained inactive and in full suspense due to balance not being paid. Our Collections team proceeded to terminate the account and charge an early termination fee of $595.00, which is referred in Section 15E in Terms and Conditions and initialed by merchant on the contract. For the one batch that the merchant processed, we only did **** the agreed $25.00 subscription fee due to merchant passing the processing fees to his customers, and no rental fee for equipment as the sales agent agreed to take the cost. We have included a statement to ensure the contract agreement has been upheld and the termination fee will remain as part of the balance owed.

  Customer Answer

  Date: 07/11/2022

   
  Complaint: 17462135
  
  I am rejecting this response because:

  I have already given reason on this incident and this is still in dispute. If this is an alleged contract that PAYROC Cancelled then why am I getting charged the cancellation fee. Also why are they still trying to withdraw the ***** monthly processing fee if they supposedly cancelled this. This needs to cease and desist or I will have to escalate to the FTC.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/19/2022

  The processing account for ******************************* has been terminated as of 6/16/2022. There have been no further fees charged to the account and account has been in full suspense. We have no authorization to debit or credit the account after the recent reject from merchant's bank account. In order to get anything in order whether that entails merchant paying off the balance or a potential refund, the merchant will have to speak with our *********************** We have an agent who the merchant can work with to go over details and can work with Collections on their behalf to help get everything in positive standing. Please call ************, we look forward to hearing from you. 

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17462135
  
  I am rejecting this response because:
  

  We are finished with this company and will not be talking to a collections department. We should not be in a collections situation. No further action or response will be needed.
  Sincerely,
  
  *****************************