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:09/22/2022

  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.

  This company continued to charge my account $79.95 per month for over a year after I cancelled service with them. They then charged a $395 "early termination fee" on September 14, 2022. They claim that I never closed my account with them and that I was under contract with them. This was never made clear to me and this company is practicing dishonest business. My account number is ***************

  Business Response

  Date: 09/23/2022

  Good morning, 

  Through research on this account with the merchant number given, we have been unable to find a closure form returned to us at the time this complaint advises of, so that we knew to close the account. 

  We received a clousre form for another account *** ****** had with us, it has the same business name but a merchant number of, **************** (see attached) and we closed that account on 8/24/2021.

  I do show that *** ****** called in on 6/8/2021 and the following notes were left: 

  ***** merchant called regarding a $30 fee charged to the account , I advised there was no fee charged to this account and we found the fee was actually charged to
  *** *******. ***** requested to close the account ******* confirmed dda **** emailed closure form to **************************

  We did not receive a closure form for the *** ******* until 9/10/2022 and we closed the account at that time. The merchant received the August billing in September and the early termination fee was charged as the three year requirement agreed to in the attached contract, was not met. 

  I do see however, that this account was never used after initial activation and we don't usually charge an ETF in those cases, the ETF will be reimbursed. I will also give a three month refund as that is the max we are allowed also per the attached contract terms and conditions, due to no closure being sent back in until September 2022. 

  I will verify with our collections department that we successfully debited these fees from the merchant and if there is no isue, the total the merchant can expect within 3-5 business days is $634.85.

  Thank you. 

• Initial Complaint

  Date:09/09/2022

  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.

  Date of Account Termination 08/31/2022 Date of Early Termination Charge for $ ****** on September 8th, 2022 Contract Expiration 10/18/2022 Monthly Recurring Charge of $64.95 I used Clearent to process our client's credit card payments for nearly three years. This was done with Clearent because they incorporated the *** software we were using. Earlier this year we switched our *** software supplier and Clearent couldn't incorporate their services with theirs so that it was seamless for the client's use. We opted to use the Card Processor incorporated with our new *** software instead. I kept paying Clearent $64.95 monthly to leave the account open while we transitioned to the new software. In August I decided we no longer needed the old software and would thus no longer need Clearent. To terminate their service they require an email to their customer support. After a few back-and-forth emails providing the necessary information to further the process, they sent a termination form. Which we filled out and asked for the account to be closed. Then a week later we were charged $****** as an early termination fee. At no point did anyone from Clearent mention I would be charged a $****** termination fee if I terminated before 10/18/2022. Had they done so I would have opted to pay $64.95 for the 10/01/2022 monthly charge and then asked to cancel on 10/18/2022 resulting in only a $64.95 charge from the time I initially decided to cancel. Instead, I am left paying $****** and customer service multiple times agreed with that making no sense but there was still nothing they could do to reverse the charge. This is poor business practice and frankly unethical. As a resolution to this matter, I would be satisfied paying for one more money at a $64.95 monthly charge thus taking our contract to it's 3-year conclusion and closing the account. I have requested the documents that I signed but in the attached emails none of those attachemtents listed show the agreement I signed.

  Business Response

  Date: 11/23/2022

  Good afternoon, 
  i apologize for the delay. 

  Per my research I cannot find additional correspondence regarding keeping the account open unti 10/2022 so we missed the opportunity to fully assist further. 

  We have issued a refund for the $395 early termination fee. The funds will be in the merchant account within 5 business days. 

  Thank you, 

   

   

• Initial Complaint

  Date:08/05/2022

  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.

  Clearant LLC has been charging me for a service I cancelled nearly six months ago. I've spoken to the rep numberous times and gotten resolution on the charge, but the next month it happens again. When I called the company the rep I spoke with claimed that it was legitimate and that I, not the sales rep, had to find my cancellation card and mail it back to cancel the service, that was already cancelled according to the representative. I was not GIVEN a cancellation card, or any paperwork other than the card reader. I want the service cancelled and the multiple 129.95 charges BACK!

  Business Response

  Date: 08/08/2022

  Good morning, 

  I apologize for the trouble the merchant appears to be having, however, we did not receive a closure request from the merchant's Sales office until 8/5/2022 at which time we were asked to waive the Early Termination Fee and close the account, which we did. 

  Unfortunately we did not recieve a refund request at that time and We are unable to approve a refund on the sales offices' behalf. That request has to come from them. We have reached out to them to get approval but thus far have received nothing back. I would suggest the merchant reach out to their sales team also as that may hasten their reply to us.

  thank you, 

• Initial Complaint

  Date:07/29/2022

  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.

  I have had a card reader with clearent for about 2 yr now I tried canceling my account. it's been 3min they won't cancel the account and Are still charging me $65 monthly.

  Business Response

  Date: 09/13/2022

  Please accept our apologies for the troubles you have had and the lack of reply sooner. 

  This account was previously handled by a sales rep no longer with the company and they failed to turn in the closure as far as I can see. 

  As I see a first request to our support center in May of 2022, we are goint to verify there are no rejected fees or debits and once confirmed merchant was indeed successfully debied, we will be refunding May 2022 through July 2022 as well as the $395 early termination fee assessed in August. Total expected if no rejects is $600.20. Those funds will be in your account within 3-5 business days if funded.

  Thank you for your patience.