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Business Profile

Credit Card Processing Services

Qwest Payments

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Card Processing Services.

Complaints

This profile includes complaints for Qwest Payments's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:09/15/2022

      Type:Billing 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.
      Contacted Qwest at 7/7/22 to close out my account. The cancellation process took over a month to complete and during that time they continue to charge my bank account for the Merchant service that was no longer in use for the entire month of July and August. I made numerous calls to them during July on a weekly basis to try to speed up the cancellation process but I was told they are still working on sending out the cancellation letters for me to sign. It took 3 weeks finally for them to email me the paperwork and shipping label to ship back all the equipment. At first, I was told they "have" to mail out the paperwork by mail which made no sense to me, because I was able to set up my account with them entirely through emails. After calling them every week for 3 weeks regarding the cancellation paper, they finally are reluctant to email the paperwork to me. By then we were already in August and I was charged $219.85 for the month of July. It seems like they are using this tactic to continue to charge their outgoing customer, very shady company to deal with with terrible customer service.

      Business Response

      Date: 09/22/2022

      September 21, 2022 

      To Whom It May Concern, 

      I am here responding to the complaint case received on Sep 20th, 2020. 
      First of all, we apologies for the dissatisfied feeling the client had. 
      As the client mentioned, she contacted us on 7/7/2022 regarding her cancellation. As the account is still open part of July, there will be a statement fee for Judy, which is charged on August 2nd, the last payment the client is liable for. 
      Also, there is no fee charged for "August" and no "Continue Charge" practice being performed to this account. 
      As a matter of fact, we have tried our best to expedite the process and waived a lot of fees as a courtesy. We care about our customers; customer satisfaction is always our top priority. 
      Thank you very much for your help. If you have any questions, please do not hesitate to contact us. 

      Regards, 
      Zhen Y* 
      Manager, Finance and Operations 

    Qwest Payments is NOT a BBB Accredited Business.

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