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Business Profile

Credit Card Processing Services

Clearent LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Card Processing Services.

Complaints

Customer Complaints Summary

  • 57 total complaints in the last 3 years.
  • 14 complaints 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:05/15/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Fraudulently charged $1000 because a supposed secret shopper found non-compliance. We were set up by this companies ***resentative who is actually a regional supervisor over multiple states. We did as instructed to the letter and it took months to get an answer from anyone and now no response even though the *** says we did as instructed.

  • Initial Complaint

    Date:05/01/2025

    Type:Product Issues
    Status:
    Unanswered
    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 previously used Clearent's services in 2023; however, we noticed that charges continued from December 2023 through September 2024, despite our account no longer being active. Upon contacting Clearent, we were informed that a refund of $329.45 was issued in November 2024. Unfortunately, we have not received this amount. The statement that confirms the transaction has another practice name (attached). We kindly request that the refund be deposited into our account, as confirmed by your records.

  • Initial Complaint

    Date:03/26/2025

    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.
    This is not a ***utable company. We cancelled our account back in August 2022 and found out we have unknowingly been charged a monthly fee for over 2 years without even using their services. Our **** who is no longer with the company, said he remembered us cancelled in 2022 and he said that should have closed both of our merchant accounts. Apparently, it only closed one of them. My 3 calls to Clearent support have been useless and odd. The ***s **** spoken to tell me that our old sales *** is getting residuals and I need to call him even though he doesn't work there anymore. He moved on to a better company and said this is common practice for Clearent. I have tried at least 6 times to cancel. I sent the *** form they request, they say they don't receive it. They ask me to send again, and this goes on an on. I have sent them a final request for cancelation today and a credit request for the nearly $3K dollars we have unnecessarily spent. I see from the other BBB reviews, this is a common practice of theirs. Please, if you are considering Clearent, find another company like ********** to assist you. They are excellent. Clearent is terrible.

    Business Response

    Date: 04/16/2025

    Our customer support team has spoken with ****** and we are working with her on a refund.  She was understanding, and she is contacting the customer support team with more info when she gets home. This should be resolved by the end of the week.  Please advice if we need to provide any additional information

  • Initial Complaint

    Date:03/12/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 attempted to use a Clearent terminal but the terminal, after numerous attempts, would not work correctly. We contacted support and our *** numerous times. We tried to integrate the terminal into our business but we kept getting defective terminals. We ended up having to return all the defective terminals and filled out the closure form. However, we were charged over $1,000 for services never rendered.

    Business Response

    Date: 03/20/2025

    Thank you for reaching out. We apologize for the inconvenience caused by the issues you experienced with the Clearent terminal. After reviewing the situation, we can confirm that the account has now been closed, and we have submitted a refund for the cost of the returned equipment and should reflect in the account on file in 7-10 business days.

    We understand the frustration caused by the defective terminals and the difficulty you encountered during the integration process. Please know that we take such matters seriously, and weve taken the necessary steps to resolve this.

    If you have additional questions and/or concerns, please reach out to our Customer Support team at ********************************************************************.

    Customer Answer

    Date: 03/20/2025

    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
     
    Sincerely,

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

  • Initial Complaint

    Date:02/13/2025

    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.
    I was charged an early termination fee while still charging me a monthly fee. I am still waiting on monthly invioces.

    Business Response

    Date: 02/14/2025

    Hello, please be advised that the terms and conditions as well as the closure form submitted on 1/13/2025 indicate your account "may be subject to an Early Termination Fee". Your merchant statements through Jan 2025 are available in Merchant Portal (*****************************). Please contact Customer Support to request any applicable refunds. We apologize for any confusion.

    Customer Answer

    Date: 02/16/2025

    Complaint: 22937887

    I have reviewed the business' response and am rejecting it because:

    The company I sign up with is no longer in business. I didn't sign up throw clearent and have no sign contract with them. 

    Sincerely,

    ******* ***

    Business Response

    Date: 02/19/2025

    The *** that signed your merchant account was an employee of Clearent so your merchant contract was signed with Clearent. If you have additional questions, please contact Customer Support at *******************************************

    Customer Answer

    Date: 02/20/2025

    Complaint: 22937887

    I have reviewed the business' response and am rejecting it because:

    Clearent has not provided a signed copy of the contract. With my signature 

    Sincerely,

    ******* ***

  • Initial Complaint

    Date:02/07/2025

    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.
    When i signedup for the services they failed to disclosed exbuerant fees. First they charged me $78.18 on Jan, 8, 2025. I called Customer Support to complaint and i was sent a form to cancel and was assured once i filled it out and sent it back i will get my refund. I filled it out and emailed and on Jan 16, 2025 and got an email confirmation account was closed. Today I saw another charge from them in the amount of $111.35. ******************. Will never recommend or do biz with them. They are crooks.

    Business Response

    Date: 02/11/2025

    Thank you for reaching out. I understand your concern regarding the fees on your account. Please be assured that the fees incurred are in full agreement with the terms outlined in the merchant application you signed at the time of registration.

    We apologize for any confusion regarding the charges and assure you that our intent is always to provide clear and transparent information about our services. As you mentioned, you filled out the cancellation form and we confirmed the closure of your account on January 16, 2025.

    In regards to the recent charge, we encourage you to contact your assigned representative, ***** ***** *********************************** or our **************** team directly at ****************************************** to request a review and potentially issue a refund.

    We appreciate your feedback and remain committed to resolving this matter promptly.

    Customer Answer

    Date: 02/12/2025

    Complaint: 22911310

    I have reviewed the business' response and am rejecting it because:

    I had asked them to close the account on Jan 8. It is not my fault if they dont check their correspondence in timely fashion. 



    Sincerely,

    ****** Rajmalani

    Business Response

    Date: 02/19/2025

    Hello again, Closure was requested on 1/8, the form for a formal closure was not received until 1/14. Account was closed on 1/16. Again, we apologize that you are unhappy and urge you to escalate any refund requests with our Customer Support team at ********************************************************************. 

  • Initial Complaint

    Date:01/27/2025

    Type:Order 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.
    I had issues with this merchant services company and stated in an email I am no longer using their cred card terminal (only service I used from them). They ignored that statement in the following email. That was in January 2022. Now in January 2025 I notice a monthly charge from this company of $120+. I've been charged monthly by them for nearly 3 years and I thought I cancelled! I contacted them about this and they said because I didn't send in a filled out account closure form that they can't retroact and do anything about this. How come they didn't send me the closure form at the time of me telling them I will no longer use their service? They have charged over $4400 from me for an intangible service that is merely an "open account" on their end. This cannot be moral or legal. They took advantage of me.Also in the email where I stated "I will no longer be using your terminal..." everything else in that email pertains to a different matter and whole reason I wanted out.

    Business Response

    Date: 01/28/2025

    Thank you for reaching out to us. We understand your concerns and sincerely apologize for any frustration this situation has caused.

    After reviewing our records, we can confirm that your account was closed in January 2025. Unfortunately, we do not have a record of any closure request prior to this date, including the communication from January 2022 you mentioned. We also did not receive any formal account closure form at that time, which is required to process a cancellation request and stop future charges.

    As a result, we are unable to honor a refund for the charges made between 2022 and 2025, as our policy requires a completed account closure form to ensure all cancellations are properly documented.

    We genuinely regret any confusion, and we would be happy to assist you. Please contact ****************************************** with any further questions you may have.

    Again, we apologize for any inconvenience and thank you for your understanding.

    Customer Answer

    Date: 01/29/2025

    Complaint: 22859088

    I have reviewed the business' response and am rejecting it because:

    They state they have no record of my inquiry to close in 2022, when I just provided it and attached it. Because THEY don't have record of it, THEY get to keep $4,000+ from me. Awfully convenient. They are now, like they did then, ignored that inquiry to close and pocketed $4,000+ from me. 


    Sincerely,

    Maxwell Shade

    Business Response

    Date: 01/30/2025

    We are sorry you are unhappy with our response. We do not have a closure request from you in our system until 01/2025 so we are not able to refund any of the fees incurred. If you would like to escalate further, please contact Customer Support at *******************************************

  • Initial Complaint

    Date:01/23/2025

    Type:Customer Service 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.
    Same as everyone else. Been with them for 9 years. Tried to cancel several times. 4 months later after continued billing they charged me a ****** cancelation fee. Worst company In the world. Would like to jump in on a class action lawsuit.

    Business Response

    Date: 01/23/2025

    We sincerely apologize for the inconvenience and frustration caused. Our system shows the account is closed as of 1/15/2025. Please contact Customer Support at ****************************************** or by phone at ************ to request a refund for the ****

  • Initial Complaint

    Date:01/08/2025

    Type:Service or Repair 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.
    I decided to close my account as we haven't taken a credit card in several months. I jumped through the hoops of filling out the form and sending to special email. It was opened and read. I was just charged again. This is un acceptable and I will be disputing this charge.

    Business Response

    Date: 01/21/2025

    Upon review, the account is closed as of 1/10/2025. Please contact ****************************************** for any refund requests or review of fees billed on the merchant account. 

    Customer Answer

    Date: 01/21/2025

    Complaint: 22783317

    I have reviewed the business' response and am rejecting it because:
    The contact people are not reasonable to talk to. This company is not reasonable.


    Sincerely,

    **** ******

    Business Response

    Date: 01/21/2025

    Please contact ************, Option 1 and request to escalate your refund request. They should be able to further assist you with your concerns.

  • Initial Complaint

    Date:01/07/2025

    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.
    Clearent will not cancel our account and refund the last 12 months payments. They insist on the Sales provider sub contractor notify them. ************ has been out of business since 2018 and they have not monitored the business. THEY CANNOT CONTACT CLEARENT BECAUSE THEY ARE OUT OF BUSINESS!

    Business Response

    Date: 01/21/2025

    Upon review, the account is closed as of 1/2/2025. For refund requests, please email your representative ****** ***** at ******************************************* and copy ****************************************** with any additional questions and/or concerns.

    Customer Answer

    Date: 01/27/2025

    Complaint: 22781735

    I have reviewed the business' response and am rejecting it because: The salesman you want me to contact has been out of business for several years and does not answer calls, texts or emails. His phone messages are full.  You are the ones that have collected money and have refused to deal directly with us, even though your sales *** has been out of business for SEVERAL YEARS. 



    Sincerely,

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

    Business Response

    Date: 01/28/2025

    Once again, you will need to contact Customer Support and request a manager for escalation. They will be able to review the account for any refunds.

Clearent LLC is NOT a BBB Accredited Business.

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