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:02/24/2024

  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.

  I signed up with Clearent through Schedulicity to take pre-pays on appointments with me. The client told me they prepaid when they came to their first appointment, but I've yet to receive any money, 3 weeks later.

  Business Response

  Date: 02/26/2024

  Hello, We are showing a deposit on 2/12/2024 of $96.85 into the account ending in 8501. This would be the one transaction ran for $100 minus the $3.15 batch fee. If you have additional questions, please reach out to *******************************************

• Initial Complaint

  Date:02/22/2024

  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.

  Clearant sent money to a closed bank account after I was told by **** in customer service that the account was noted and that was all I needed to do. 7 days later we are still trying to get the funds deposited that belong to customers to the right bank account. We lost $1500 in one deposit because our account was under a fraud investigation with the previous bank so they stole our customers money to off set the fraud account. Unbelievable. Clearent is lazy and as far as I am concerned dont care about their customers. They dont have any listening skills and just pass the buck. It doesnt take over a week for funds to be taken from my client. But when I want the deposits stopped and held to be placed into another account, its an act of Congress. I wonder if **** or ******* the supervisor would appreciate me just taking their next two pay checks and saying well its going to be another ***** hours due to my incompetence. The risk team needs to be fired. They did not take this serious and now may cause us to have to close our business. Do not use Clearent for your credit card services The absolute worst.

  Business Response

  Date: 03/08/2024

  Hello,
  Thank you for bringing your concerns to our attention. After a thorough investigation into your complaint, it was determined that the bank change request submitted by you employed a temporary check, a method not permitted within our bank change process. Consequently, this form of verification was not approved.
  Furthermore, the change request coincided with the day the issue was flagged in our system, preventing our Risk team from intervening in a timely manner. It is important to note that, regrettably, we have no influence over instances where your bank withholds funds.
  We sincerely apologize for any inconvenience caused by the unfavorable outcome. However, we regret to inform you that we are unable to honor any refund requests. Our team diligently adhered to the prescribed steps and procedures while handling your case.
  Should you have any further inquiries or require additional clarification, please do not hesitate to contact us at ******************************************. 
  Kind regards,
  Clearent

  Customer Answer

  Date: 03/12/2024

  Complaint: 21331349
  
  I am rejecting this response because:
  

  The company was advised not once but twice to "STOP PAYMENT IMMEDIATLEY".  While we may be able to agree that the $210.99 could not have been stopped because it was already processed, the $1,178.99 that was paid out 4 days later and after yet a second phone call and being told by their employees there would be no payment made and the account was flagged, they still proceeded.  Now would they be able to process if I said the account had been scammed, NO.  They were made aware in ample time to stop payment, and they still processed payments that belong to customers against the owners' advice, since the account was closed.  They are the worst company I have ever dealt with.  It took over 3.5 weeks to get customers funds to the right account.  They owe a minimum of $1,178.99 for customers transactions!  I will be moving my account and letting anyone know not to do business with Clearent.  They are no better than the employees that embezzled from us that started this mess.  Shame on you!  Poor customer service.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/15/2024

  We sincerely apologize for the inconvenience you have experienced and ask you to please contact our Customer Support team at ********************************************************************. Please be assured that we take your feedback seriously and are committed to improving our services to ensure such issues do not occur in the future. Your satisfaction is of utmost importance to us, and we appreciate your patience and understanding in this matter.

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair 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 opened my business, ***************, in March of *************************************************** about May of 2018 that company was purchased by Clearent LLC. In January of this year we decided it was time to close the business and Feb we would need to close out our account with Clearant. My partner called to make the arrangements and was told they would email us a form to fill out. At no time during the call or in the email was it mentioned that if we closed the account prior to May, there would be an early cancelation fee. Instead, they just took $395 right out of my account with out permission. When we called to find out what this charge was for, then we were told about the terms and that there was nothing they could do. This was the second shady charge from them and I'm not even going to get into the first one, but I would have waited to close the account had anyone ever mentioned this fee. I feel it is very very poor business practice to not mention it and then just take money out of an account with no notice or permission. After 7 years of being a loyal customer when so many other CC companies approached us, this just does not sit right at all. I let the other fee go, but this one I can not.

  Business Response

  Date: 04/04/2024

  It is stated in the Account Closure Form that there may be an early termination fee if the account is closed early.  It suggests you review the Terms and Conditions when you signed up.  It is in section 16.5 of the contract.  If you do not have a copy of the contract any more, we are willing to send you one.

  Customer Answer

  Date: 04/04/2024

  Complaint: 21292100
  
  I am rejecting this response because:
  
  You are totally missing the point. I signed a contract 8 years ago, a few months later the company I signed with was purchased by you people. 7 years later I call to notify that I am closing the business and need to terminate my service. There is no reason your company representative couldn't have mentioned that there is an early termination fee or else I would have waited the extra 60 days. Its an obvious plan to try and rack up more service fees. 8 years of loyalty to one company with hundreds of others available and canceling 60 days early is considered an early termination. It's very bad business practice and I feel I am *********** the $395 refunded. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/05/2024

  We understand your frustration. We've done a final review of the account, and we were able to make an exception and refund the $395 ETF. You should see a refund into the account on file ending in 3300. Please allow at least 7-10 business days to see the refund. We appreciate your patience.

  Customer Answer

  Date: 04/08/2024

  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. I am very happy that they decided to rectify the situation and appreciate the effort. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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.

  Through an accounting error we did not realize we were still being billed $69.95 per month by Clearent LLC as an "account maintenance fee". On 11/2/204 I spoke with a Clearent phone support person who informed me that they would e-mail me a form (PDF) and to docusign it and send it back to Clearent and the account would be closed. In reviewing my bank statements in December, January and now February **** they have continued to deduct $69.95 ever month. I contacted them again, they claimed that though based on my ************* stamped documentation I provided them it was never processed. The person assured me that it had now been closed. When I contacted them today they informed me that the account was closed, but not in time to not bill the last month.Each attempt to get money returned; not for services rendered but for "account maintenance fees" the response has been yet another excuse. There is a pattern of stringing termination of service out with Clearent that begs the question is this simply ineptitude or a coordinated effort to maximize fees to Clearent's benefit.I wish to have any such account maintenance fees refunded to me since my official contact and submission of the Docusigned "Close Merchant Account Request Form". This is $209.85 counting three full month payments and that any partial months be prorated.

  Business Response

  Date: 02/13/2024

  Hello, We are sorry with your experience in submitting the closure for your merchant account. A refund of $209.85 has been submitted. Please allow time for processing and you should see your refund in at least 10 business days. 

  Customer Answer

  Date: 02/14/2024

  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:02/10/2024

  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.

  As you can see from all these complaints, this company rips you off for $395.00 when you terminate your contract. Primarily, never do business with any company requiring access to your bank account for your monthly payments. This is a sign that they will eventually deduct funds that you normally would not approve of and now you will have very little redress, without hiring an attorney, to recoup these funds. Use a credit card for monthly payments, this way you have somewhere to go if there is a dispute.Their contract has a clause, buried in all the fine print, that states after the initial three years of service, the contract, with that early termination fee, will automatically be renewed without notice or approval by you. If I were made aware of this clause, I never would have signed up with them in the first place. That must be why they never mentioned it to me. They also did not make me aware of it when I requested to cancel. If they did, I would have waited the appropriate amount of time to comply with the clause, they would have received their due and I would not be writing this negative review. The main reason that I was unhappy with their service to begin with, is with all their collective fees, they cost me an average of ****% over the last fiscal year. This includes their monthly minimum fee, yes, you will be charged a minimum, they get you coming and going. If you are thinking of doing business with these people...Don't Do It... QuickBooks and Square-up will process your card purchases for approximately one-half the discount points that they charge and there are no minimums or early termination fee's, which with Clearent LLC. are almost impossible to avoid.I will be posting this review all over the internet to try to help other small businesses not get ripped off by this company.I've included a copy of the request to cancell, there is no mention of the cancellation fee anywhere on the form.Clearent LLC Response 02/06/2024 Hello ***, We are sorry to hear that you're unhappy about our closure process here at Clearent. Please note, that the form you completed to close the account does provide a disclaimer about the *** fee that you are subject to upon closure without notice. If you feel this fee was billed in error, please email ****************************************** and they can review your account to see about potential reimbursement. Again, we apologize for the confusion and any inconvenience.Review fromBilly R

  Business Response

  Date: 02/13/2024

  Hello, ******** was provided a copy of the application signed and advised that the form submitted for closure provides information around the *** billed on all closures without notice. The account in question was closed outside of the window so the *** charge was valid per the signed contract. We sincerely apologize for any confusion and/or inconvenience.

  Customer Answer

  Date: 02/13/2024

  Complaint: 21275021
  
  I am rejecting this response because:
  I was never given notification, after the original three-year contract agreement expired,
  that I was being automatically renewed. I was also not made aware that if I terminated this 
  relationship, that there was a $395.00 penalty for doing so. I didnt expect this company to agree
  but am registering this complaint to make any potential customers aware of the sneaky, punitive
  practices.by this company, and not be taken for a ride. 
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/14/2024

  Thank you for bringing your concerns to our attention. I appreciate your feedback, and I apologize for any confusion or frustration caused by the automatic renewal process and the associated penalty.
  
  I understand the importance of transparency in our business practices, and I genuinely regret any oversight in communication regarding contract renewals and termination penalties. Your feedback is valuable to us, and we will certainly review our procedures to ensure that such issues are addressed more effectively in the future.
  

  Thank you for taking the time to share your concerns.

  Customer Answer

  Date: 02/15/2024

  Complaint: 21275021
  
  I am rejecting this response because:this is a very weak reply and does nothing

  for all of the merchants who have been taken advantage of by

  this company's sly and sneaky business practices. Stating that they will look at 

  making changes in the future does nothing for all have been taken advantage of in the past.
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/18/2024

  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.

  BE AWARE OF SCAM!! signed up with them back in 2022. Never was told of all the fees we would be paying. I recently cancelled our account back in July end of July called them to cancel. when speaking with the agent on the phone I was never told that I had to fill out a cancellation form she just said that that the account will be closed. Well, I still was getting charged $42.95 each month since August so I called them on January 15,2024 and told them that I had called back in July to cancel she said that I needed a form that had to be filled out and sent back. I did explain to her that no one mentioned that before and that I was getting charged each month from them. Well, she sent me the form and said fill it out and send it back to account services which I did. She told me then that i could call back about getting a refund and to speak with them about it well I did. And it was absoultely horrible. ***** called me and basically said that I was lying and that I never called in to cancel. From August of 2023 till January, I got charged $42.95 a month. I told him that I did call and he said your phone number isn't on here. So upset because I basically got scammed by this company on the fees and to top it all off they just charged me $395.00 for early cancellation fee that was never mentioned. They just throw fees at you just to take your money. Do they think our money is free that we don't have to work hard for every dollar and how easy it was for them to take it. and no one even mentioned that when I cancelled in July or even when we signed up. They honestly don't know what good customer service is. this is why they are having so many complaints. To have someone question you like the gentleman did was so upsetting. Please people DO NOT USE THIS COMPANY. THEY LIE AND TAKE YOUR MONEY and won't give you a dime back. $652.00 was taken from us and they don't care how upset you are. And when I asked for my contract that they couldn't find. They are very unprofessional.

  Business Response

  Date: 01/31/2024

  Hello, I have escalated this complaint to the associated sales rep. Since they are the rep associated with your Clearent merchant account, they will need to approve any associated refunds issued to the account. We apologize for any inconvenience and will provide additional information once available.

• Initial Complaint

  Date:01/11/2024

  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.

  I CALLED IN TO ASK FOR A REFUND DUE TO BEING CHARGED FOR A PCI SURVEY THAT I WAS NOT AWARE OF, I WAS TALKED TO WITH AN ATTITUDE FROM ONE PARTICULAR EMPLOYEE WHO WAS YELLING AT ME WHEN I WAS TRYING TO EXPLAIN THE PROBLEM OF BEING CHARGED ANNUALLY FOR THIS EVERY YEAR FOR THE PAST 3 YEARS WITHOUT ME KNOWING ABOUT IT. HIS NAME IS MAUDIS AND I WILL TAKE THIS FURTHER DUE TO HIS LACK OF PROFESSIONALISM ON THE PHONE. VERY RUDE GUY. HUMAN RESOURCES WILL BE MY NEXT MOVE UNTIL THIS GETS RESOLVED WITH THIS RUDE EMPLOYEE. EVERYONE ELSE WAS NICE TO HELP ME EXCEPT THIS GUY. I SENT AN EMAIL TO **************************** WHICH HAS NOT BEEN ANSWERED. I ALSO HAD A DISPUTE WITH A CLIENT FOR OVER $1000 WHICH I DID NOT GET REFUNDED AND CLEARENT TOLD ME THEY SENT INFO TO MY ADDRESS TO DISPUTE IT BUT I DID NOT GET A LETTER OR AN EMAIL ABOUT IT SO I COULD GET MY MONEY BACK. VERY BAD FOR BUSINESS INDEED. LOOSING $1000 DOLLARS IS NOT A JOKE AT ALL. BE VERY CAREFUL WITH THIS COMPANY. THEY ARE QUICK TO TAKE YOUR MONEY NOT GIVE IT BACK. TERRIBLE FOR BUSINESS

  Business Response

  Date: 01/16/2024

  Hello, We are sorry to hear about your concerns in reference to your processing account with Clearent. Upon review of the account, we do show that two months of PCI fees were submitted for refund as we could not go back to 2021 and refund any additional fees. Also attached documentation around the $1500 referenced. This appears to be a dispute submitted from a cardholder to Discover and this is not an adjustment that Clearent can refund as it is between you, your customer and Discover. We sincerely apologize for any and all inconvenience.

• Initial Complaint

  Date:12/31/2023

  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.

  I thought Clearnet LLC is best among all the credit card processing companies. I was happy about their services. And I always recommend Clearnet LLC to all people I know. However, after my business permanently closed, they secretly withdrew $395 for early termination from my account which I was not heard about it in the beginning. When I closed my account, they didn't say anything about it. They also charged me for $44.95 for non *** compliance. My business is permanently closed after November 17th, 2023. *** compliance is due November 26th. All my internet connection already disconnected after November 17th 2023. How can I still do the *** compliance? Not to mention I just done my *** compliance back in August 19th 2023. They charged me the whole month for non *** compliance for $44.95, it is not $34.95 as they said that in the beginning.

  Business Response

  Date: 05/06/2024

  Hello, Please note that the details around the *** on the account are outlined in the contract signed for the merchant account which I've attached for your reference. This is notated in the ***** section 16 at the bottom of your merchant application. We recommend that you email ****************************************** to request any refunds and apologize for any inconvenience. 

• Initial Complaint

  Date:11/22/2023

  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.

  My company is J and d automotive and diesel repair I bank with ************** Their credit card company is clearent I ran a credit card for $613 on November 15 and I still have not got my payment from them. I have ran about five credit card transaction since then and have received all of them. I even got the bank and they cannot get anywhere with any answers. I email her and call her and *** that represents the credit card company and they keep telling me itll be the next day itll be the next day. Ive been hearing this for over a week now I have an email from her yesterday saying everythings good. Itll be there tomorrow now theyre saying 3 to 5 days I have text from their representative saying that it wouldve been there the day before yesterday and nobody can say why this money is being held up and like I said now theyre telling me 3 to 5 days could be longer because of the holiday but cant get no answers to nobody why this one they will not let go, but they keep saying that they did

  Business Response

  Date: 11/30/2023

  Hello, We apologize for any confusion. It appears there was an issue with your bank change which resulted in funds going into a divert account. We do see the funds ($613.54) have been released and deposited as of 11/29/2023. Please feel free to contact your ISO rep *** if you have any additional questions and/or concerns. We appreciate your patience.

• Initial Complaint

  Date:10/17/2023

  Type:Billing 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've been a loyal customer of ********************** for eight years. Throughout my time with them, I've encountered various charges, including annual fees, monthly fees, and statement fees, PCI fee, etc (There are many hidden fee because they get their customers through their ISO(Independent ******************** However, there was never any disclosure or mention of an early termination fee.When I decided to close my account on 9/28/23, I was explicitly assured that I wouldn't be charged an early termination fee by ************** D****. In fact, it was conveyed that if such a fee were to be incurred, I would receive a refund.To my disappointment, when I initiated the account closure process, I faced significant challenges in dealing with different departments within Clearent. Despite my initial understanding, I was subsequently notified that they were unwilling to refund the $395 early termination fee.Furthermore, during the account closure, ************** D**** had informed me that I was fortunate to avoid the early termination fee since it was only a few days before October, which would have triggered the fee. This recent change in their stance, claiming that they won't refund the early termination fee, is quite deceiving and contradicts the assurance I received when closing my account. Be aware of **********************, LLC and you would get $395 early termination fee no matter how long you have been their customer and I will tell all my friends to avoid Clearent, LLC at all cost. I have noticed that I should not do business with the merchant business like Clearent which get their customers through ISO and charge them with many hidden fees including early termination fee. At first, ISO come to your business with sugar-coated proposal but you would realize later you would never terminate your account unless you pay $395.AVOID DOING BUSINESS WITH CLERENT, LLC AT ALL COST!

  Business Response

  Date: 10/24/2023

  Hello, We apologize for any inconvenience. We have approval to refund the *** but are awaiting the refund to be fully processed. Thank you for your patience and a member of our support team will reach out when the refund is processed and advise when you can expect the funds.

  Customer Answer

  Date: 10/25/2023

  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.

  Please send my Clearent account information below to them so that they can process on the correct account.

  Merchant ID : ****************
  Business Name : ******************* 
  Business Address : **************************************************************************
  Last 4 Digits Of Direct Deposit Account (This is the account to which ********************** makes the deposits): 7900
  
  Sincerely,
  
  Hyeon Park