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Business Profile

Credit Card Merchant Services

Beacon Payments LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/06/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Our business ran authorization only on these 3 credit cards and your company ran them through as sales transactions which they never should have been. This has caused our guests lost money and time by dealing with this when your company should have never ran those authorizations as charges. We never authorized that. And it took more than 3 days to get a manager to call us back after our initial complaint back in January! Our business credit should not be affected by this error on your company's part. Nor should our guests have had to ask for a chargeback when this should have never been processed as a sale. See the attached documents that state AUTH on the top of them. We did not make the error. Please make this right by contacting our guests and apologizing to them and making sure our business credit is not affected by this error. Thank you.

    Business Response

    Date: 05/07/2024

    We are very sorry this happened.  It is our fault for not providing proper training on how to run a pre-authorization only.  You did run these as auths, but later captured them as sales when the batch was closed. Please don't hesitate to reach out to me directly at ******************************* if I can assist further.  I'll be happy to help.  

    Customer Answer

    Date: 05/07/2024

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    I want a phone call from someone who speaks very clear English to answer questions that I have about how they mishandled the authorizations.  Please email me to set up a time for a phone call.

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    Joy

     

     

  • Initial Complaint

    Date:10/07/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dear *** or madam, My complaint has to do with local agents neglecting to inform me of all fees associated with the contract. I have tried numerous times to resolve this by speaking to my local sales ***** ************************* and *****************, as well as *****, ******, and ******* at CardPoint, and **** at Beacon Payments, and ******* at PCI Compliance. I canceled the contract because I was unable to get PCI compliant, and my local reps were not helpful and telling me it's okay, it's just a nominal fee I'll be charged monthly. I had been PCI compliant with my previous credit card company for the past 20 years, so there should have been no issue now. Once I received my first PCI compliant fee, I canceled. Then was charged a early termination fee, that I was unaware of. The local reps told my secretary, knowing I was canceling, that they would waive the early term fee, and yet I'm charged the fee. I have now been "approved" to received a 50% refund of the **** but that is not acceptable since the local rep said she would waive the entire fee. I have been given the runaround by all above companies, and even my local sales reps are ignoring my texts.

    Business Response

    Date: 10/11/2022

    We are sorry you had trouble completing the requisite pci compliance survey, and were not fully aware of the terms of the agreement. It is my understanding we issued a full refund prior to your writing of this complaint. Please let us know if you feel that is not the case.

    Customer Answer

    Date: 10/21/2022

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not completely satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [First off, I do not accept or reject the response from Beacon.  I sent the complaint BEFORE being told I'd received a full refund, thus making me believe the complaint was received and that made the company change their mind.  Since then, I've yet to receive the second half of the fee.  I contacted **** at Beacon yesterday on 10/20/22, and he said there was a misunderstanding with the department sending the money, and that yes I'm going to get it in the next **** days.  I'd like to wait to make sure I receive the balance due to me before I close this complaint. I do appreciate ****'s help with this matter, he has been polite, and I feel he is being truthful, but I'd like to wait another **** days before closing this complaint at remedied and resolved.  Thank you.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    ******

     

     

Beacon Payments LLC is BBB Accredited.

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