Complaints

This profile includes complaints for Worldpay's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Worldpay has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Worldpay

  8500 Governors Hill Dr Symmes Township, OH 45249-1384

• 

  Worldpay

  2900 Reading Rd Cincinnati, OH 45206-1119

• 

  Worldpay

  8845 Governors Hill Dr Ste 100 Cincinnati, OH 45249-3316

• 

  Worldpay

  1500 District Ave PMB 2 Burlington, MA 01803

• 

  RBS Worldpay

  PO Box 319 Huntertown, IN 46748

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:07/08/2025

  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.

  In February of 2025 I was shopping for a new Point of Sale system and partnered with citizens bank. My intentions were to purchase a particular POS and partner with worldpay for debit credit processing. The worldpay salesperson had me fill out paperwork for the processing and told me I was under NO obligation should I NOT purchase this particular Point of sale system. However, charges from worldpay began to hit my bank account in February of 2025. I contacted the sales person and asked for a refund and for this account to be closed . He told me he would request a refund and stop any further charges from coming out of my account. March came with NO refund and additional charges being taken out. I contacted the sales person and was told the refunds would be processed. April and May more charges came out. I contacted the salesperson again and told him and I was told he would again refund my money. I week later I did receive a partial refund (the May charges) As of today I am still owed $300.81 in charges that were withdrawn from my back account. I have reached out to this salesperson on numerous occasions with no response. I have called worldpay directly with no resolve. I was given case # ********. When I call I am told I cant talk to the person that can help me but they say they will send the request over to the responsible party. I never processed with WorldPay at all!! It appears that the salesperson submitted the information even though I was NOT purchasing the POS I was investigating for purchase. I have made numerous attempts to reach back out to the sales person. I have called WorldPay on numerous occasions to get this resolved but I was told on Numerous occasions that the person I speak with is of no assistance and all they can do is send an email to somebody else since my account is closed. The account NEVER should have been opened up in the first place until I made a purchase of a Point of sale. I have NOT processed any transactions.

  Business Response

  Date: 07/09/2025

  Good Afternoon *****,
  
  Thank you for contacting us
  through the Better Business Bureau regarding your merchant processing account
  with Worldpay. We sincerely apologize for any inconvenience you’ve experienced
  and appreciate the opportunity to address your concerns.
  
  Although we’re sorry to see you go, I understand that you’ve decided not to move forward with the POS system. I’m also sorry to hear that you encountered difficulties when trying to close your account after determining it was no longer needed. That said, we completely understand that you have to make the best decisions for your business, and we respect that.

  After reviewing your billing reports
  in IQ I confirmed the following:
  
  Fees Debited (February–May 2025):

  02/08/2025: -$118.24
  03/08/2025: -$67.45
  04/08/2025: -$67.45
  05/08/2025: -$226.45
  
  Credit Issued:
  05/21/2025: +$226.45
  
  Upon review, I can confirm that
  your account was closed in May and had never been used. The fees debited in May
  were reimbursed accordingly. As a gesture of goodwill, we are happy to
  reimburse the remaining fees from February through April, totaling $253.14.
  
  Please confirm whether the bank
  account we have on file is still active.

  *********     **********

  Once confirmed, I will proceed with
  issuing the courtesy credit. Thank you again for bringing this
  to our attention. We value your feedback and appreciate the opportunity to make
  this right.

  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

  Customer Answer

  Date: 07/09/2025

  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. The account information on file is indeed the correct account to refund.
  
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:06/10/2025

  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.

  We closed our account with WorldPay on December 27, 2024 as instructed by Sheila C******, Loyalty Retention Associate. We interacted through the only email address we have ever used with this company and have proof of closing the account in December as instructed. WorldPay charged us fees of $40.65 in February 2025 and $39.40 in March. We contacted WorldPay 4/1/2025 to question the charges and they claimed the account was never closed. We sent them email proof of the interaction done closing the account through Sheila C****** in December. WorldPay then tells us they sent forms to a different email address in January and never got a response. We have never used any email except the same one used through Sheila C****** to conduct business with WorldPay. We questioned why they would send emails to a defunct account we have never even used with WorldPay when it was obvious we only had one email we have been using for transactions. They never answered this and have been ignoring us for the refund ever since. We have contacted WorldPay multiple times and each time they say they are not refunding the money because the account was not closed, but this is not correct. We did our part to close the account and followed the instructions to the letter. We should not be held responsible for the incompetence of the WorldPay customer service representative for not closing the account properly. At this point it is a matter of principle. We the customer did what was asked of us to close the account. Why WorldPay decided to use a defunct email address that was never used to interact with them we cannot answer, but again, we did our part and should not have to pay for the error of the WorldPay customer service representative not closing the account properly in December like she should have. I question if this is a tactic WorldPay uses to get additional money from its customers after accounts are closed. We appreciate any efforts you can make in resolving this matter. Thank you.

  Business Response

  Date: 06/12/2025

  Dear ********,

  Thank you for reaching out through the Better Business
  Bureau regarding your merchant processing account with Worldpay. We sincerely
  apologize for any inconvenience this situation may have caused and truly
  appreciate the opportunity to address your concerns.

  Thank you as well for providing a screenshot of the emails
  related to your account closure request. To move forward, we need to verify
  that the account closure form referenced in those emails was fully completed
  and signed by the authorized account owner. Once we receive a completed form,
  our Account Closure Team reviews it to ensure all required information is
  present and that it has been signed by the appropriate party. If the form is
  incomplete or not signed by the authorized owner, unfortunately, we are unable
  to process the closure request.

  Please note that we do not monitor accounts for processing.
  If an account remains open and continues to be billed, as per the terms and conditions of the merchant agreement merchants have up to 30
  days from the date of any billing cycle or report availability to notify us of
  any billing issues so we can investigate the issue and determine the appropriate next
  steps.

  While we typically continue communication through the BBB
  portal for transparency, the account closure form contains sensitive
  information. For security reasons, we kindly ask that you forward the original
  email you included a screen shot of with your BBB complaint (with the completed
  account closure form still attached) directly to:

  ************************************
  Subject: Attention Krista A****** BBB Case ********

  Once we receive that email, I will personally review the
  form and follow up with you promptly.

  Thank you again for your patience and understanding. Please
  let me know if you have any questions or need further assistance.

  Thank you,

  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

   

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have asked that I forward the following email {please note copied as sent including all typos from the business):

  
  

  
  

  
  Good Morning,
  
  Thank you for providing these attachments. Although I do appreciate your emailing them over to me directly to avoid any secure account information from being available to public access, I kindly ask that all correspondence moving forward is moved back to the BBB portal for transparency purposes. 
  
  As I can only respond on the BBB after you have sent a responce of your own, If you can please respond back through the BBB that you recived my request and sent the information requested, I will reply back with my findings and action being taken.
  
  I will look forward to hearing from you on the BBB portal, and appreciate your understanding and patience with the process.

  
  
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  T:  ###-###-#### Ext. ******

   

  And received today:

  
  Ops Complaints Management
  12:39?PM (13 minutes ago)
  
  Good Afternoon,
  I’ve been waiting for your response on the BBB portal so I can share my findings with you. Unfortunately, I haven’t seen any action from your side. Please note that I can only respond to the BBB once you reply to the last message I sent through their portal.
  Once again I kindly do not respond to this email. For transparency, I respectfully request that all further communication be conducted through the BBB portal.
  If you could please confirm on the BBB portal that you received my request and have submitted the necessary information, I will promptly follow up with my findings and the actions being taken.
  I look forward to hearing from you on the BBB portal and appreciate your patience and understanding throughout this process.
  
  T:  ###-###-#### Ext. ******
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

  Business Response

  Date: 06/25/2025

  Good Afternoon ********,
  
  Thank you so much for your reply — I truly appreciate you
  taking the time to get back to me.
  
  I wanted to provide some clarity regarding the account
  activity and billing. Our records show there was no contact on the account
  between December 2024 and March 2025, and the account was officially closed on
  March 27, 2025. Because the account remained open during that time, billing for
  January and February was processed as follows:
  
  02/08/2025 – $40.65
  03/08/2025 – $39.40
  Total: $80.05
  
  We did receive an account closure form in December 2024;
  however, it was signed by ***** ** ********, while the account owner on file is
  ******** ********. Due to this discrepancy, our Account Closure team reached
  out to the owner’s email on file to request either a corrected form signed by
  you or a completed change of signer form. These forms were sent at that time, but there was no response back so the case was closed pending further contact.
  
  I understand you mentioned that the email we used was no
  longer active. However, for security reasons, we are only authorized to
  communicate through the owner’s verified email on file for account-related
  matters. While IQ reporting may be accessible through various user IDs and
  emails, sensitive actions like account closures must go through the registered
  owner’s contact information. If the email was no longer valid, it would have
  been necessary for the owner to contact us to update it in our system.
  
  Because the original form was not signed by the authorized
  owner and we were unable to reach you through the verified email, the account
  remained open until March. While the billing for January and February is
  technically valid, I understand the confusion and inconvenience this may have
  caused. As a gesture of goodwill, I will be reimbursing the $80.05 in fees.
  
  To proceed, could you kindly confirm whether the bank
  account on file is still valid? Once I receive your confirmation, I’ll process
  the refund right away.
  
  Thanks again for your time and understanding — I’m standing
  by and happy to assist further if needed. 

  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

   

  Customer Answer

  Date: 06/26/2025

  Better Business Bureau:
  
  We appreciate the response from Worldpay and sincerely appreciate the gesture of goodwill to reimburse us the $80.05 in charges as noted in their response below. They ask for confirmation if the reimbursement can be sent to the bank account on record. The answer is yes, they can use the bank account on their record for the refund. We sincerely appreciate their attention and favorable resolution in this matter.

  Gratefully,

  ******** & ***** ********

  
  "Good Afternoon ********,
  
  Thank you so much for your reply — I truly appreciate you taking the time to get back to me.
  
  I wanted to provide some clarity regarding the account activity and billing. Our records show there was no contact on the account between December 2024 and March 2025, and the account was officially closed on March 27, 2025. Because the account remained open during that time, billing for January and February was processed as follows:
  
  02/08/2025 – $40.65
  03/08/2025 – $39.40
  Total: $80.05
  
  We did receive an account closure form in December 2024; however, it was signed by ***** ** ********, while the account owner on file is ******** ********. Due to this discrepancy, our Account Closure team reached out to the owner’s email on file to request either a corrected form signed by you or a completed change of signer form. These forms were sent at that time, but there was no reponce back so the case was closed pending further contact.
  
  I understand you mentioned that the email we used was no longer active. However, for security reasons, we are only authorized to communicate through the owner’s verified email on file for account-related matters. While IQ reporting may be accessible through various user IDs and emails, sensitive actions like account closures must go through the registered owner’s contact information. If the email was no longer valid, it would have been necessary for the owner to contact us to update it in our system.
  
  Because the original form was not signed by the authorized owner and we were unable to reach you through the verified email, the account remained open until March. While the billing for January and February is technically valid, I understand the confusion and inconvenience this may have caused. As a gesture of goodwill, I will be reimbursing the $80.05 in fees.
  
  To proceed, could you kindly confirm whether the bank account on file is still valid? Once I receive your confirmation, I’ll process the refund right away.
  
  Thanks again for your time and understanding — I’m standing by and happy to assist further if needed. 
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints"
  
  
  
  
  

  
  
  
  
  
  Regards,
  
  
  
  ******** ********
  
  

  Business Response

  Date: 07/07/2025

  Good Afternoon ********,

  Thank you for confirming that the bank account on file is
  valid. I appreciate the opportunity to review and address your concerns.

  I'm pleased to inform you that the billing refund was
  processed this morning. Please allow 3 to 5 business days for the
  funds to appear in your account.
  Refund Details:

  • *** ************* – ********** **** *** * ********* – $80.05 Credit Processed: 07/07/2025

  I hope this resolves your inquiry regarding case
  number ********. I will proceed with closing the case by the end of the
  day. If you have any further questions or need additional assistance, please
  don’t hesitate to reach out.

  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of the refund of $80.05 is satisfactory to us, and very much appreciate. I also sincerely appreciate everyone's efforts in this matter. Thank you to Worldpay and especially thank you to the Better Business Bureau.
  
  
  Best regards,
  
  
  
  ******** ********
  

• Initial Complaint

  Date:06/10/2025

  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.

  Worldpay is the risk department for our credit card provider. We are a retail merchant that processes a substantial amount of credit and debit card transactions daily. Worldpay has my account flagged for risk as of May 29, 2025. I have not had any of my business's deposits since the end of May. This is effecting my business capital. I contacted Worldpay and was basically told an investigator would get to this when they felt like it. This is an unacceptable business relationship. I have thousands of dollars being held by your company and no answers. I kept being told contact happens after 24 to 48 hours of the flag being placed on my merchant account. It's now June 10 and there has been no contact. Again, this flag was placed on May 29. I need answers NOW. I am a small business and depend on capital to operate. Being told I would be called when someone felt like it is ridiculous. I demand immediate contact from an investigator.

  Business Response

  Date: 06/10/2025

  Good Afternoon *****
  
  Thank you for reaching out through
  the Better Business Bureau (BBB) regarding your merchant processing account
  with Worldpay. We apologize for any inconvenience you have experienced. We
  appreciate the opportunity to review and address your concerns.
  
  Although I do appreciate the
  opportunity to review and address your concerns, upon further investigation, I
  have identified that your account is managed by a third-party partner (name of
  partner). I have engaged the appropriate team who work as a liaison with (name
  of partner) and I have forwarded them all relevant information pertaining to
  this matter. 
  
  If you have any questions, please
  let me know and I will be happy to either do my best to answer or pass the
  information forward to make sure it can be addressed by the NPC and the Service
  Mangers. In the meantime, I appreciate your patience and ask that you kindly
  please continue to stand by. If you can please kindly let me know that this has been recieved, I will reply back as soon as i have more information. 

  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

• Initial Complaint

  Date:05/30/2025

  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 recently rent it a warehouse for my business to start operating as an auto repair and went to ******** for the new checking acct on March 2025, they referred this company and by far caused me huge problems operating the business. They put a ticket limit of 5k and I didn’t know and I had to receive a payment from a client that his insurance provided and was over the ticket limit.
  Then they ask me for 3 copies of specific invoices and I sent them those then copies of bank statements I sent what I had. Still they hold my money telling me it was because of ****** address. They are holding my money of $1600 for 180 after holding my account for 1 month asking information that I have provided all. Nobody fixed the issue to help us. We went in person to ******** with all our company information and still the terminated our account worst decision to listen to ******** referral lesson learn. I have no high risk in my business the software they have needs to be fix, I had a client cancel a $3000 repair for his engine because his money wasn’t clearing in our end.

  Business Response

  Date: 06/02/2025

  Dear ********,
  
  Thank you for reaching out through the Better Business Bureau regarding your former merchant processing account with Worldpay. We sincerely apologize for any inconvenience you may have experienced and appreciate the opportunity to review and respond to your concerns.
  
  After a thorough review, we regret to inform you that your account has been deemed to exceed our risk threshold and has therefore been permanently closed. Our Risk Leadership team has confirmed that the hold placed on your account will remain in effect until the conclusion of the 180-day chargeback period. This measure is in place to ensure that sufficient funds are available should any chargebacks be filed during that time. Once the 180-day period has elapsed, any remaining funds—less any outstanding balance in Collections—will be eligible for release.
  
  At that time, we kindly ask that you contact us at ###-###-#### to verify your bank account details and request the disbursement of any remaining funds.
  
  Additionally, it has come to our attention that there have been attempts to contact Worldpay employees through their personal social media accounts. We respectfully request that all future communications remain within professional channels. Our team members are committed to assisting you within the scope of their roles, and maintaining professional boundaries is in the best interest of all parties involved.
  
  Thank you for your understanding and cooperation. Should you have any further questions or require additional assistance, please do not hesitate to reach out.
  
  Thank you,
  
  Krista A.
  Worldpay Client Relations Account Manager I
  Operations Service Excellence - US Complaints

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  Unfortunatly your Employee’s husband and employee are listed on my wife’s phone history and they called her on a personal level to Harrass her first, let your team believe they are actually a professional company or service. We have to fight this further in order to get our funds back since was a wrongful decision on your end. We look forward to have an address to return your device as soon as possible. And we restrain ourselves to contact your risk team because by far are very rude as well in a personal level. If this is your final decision I’ll  seek a civil lawsuit in court moving forward and bring all the proves that prove you and your risk team are indeed wrong. Perhaps we are also suing Mrs Woodaz. Hope your team offers lawyer services to staff. 
  

  
  

  
  
  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 06/09/2025

  Dear
  ********,
  
  Thank you for
  your response. As previously shared, our Risk Leaders have reviewed your
  account and determined that it exceeds our risk threshold. As a result, the
  hold on your account will remain in place until the conclusion of the 180-day
  chargeback period. I know this may not be the outcome you were hoping for, but unfortunately the decision is final.
  
  That said, I
  was able to confirm that the 180-day period will conclude on November 27,
  2025. After this date, you are welcome to contact our Risk team
  at ###-###-#### to verify that the bank account on file is still
  active and to request the release of any remaining funds—less any outstanding
  balance in Collections.
  
  As far as equipment
  return, you will need to follow the steps that were sent to your email by POS
  Portal. If you can kindly, please locate the email that you were sent May 29. I have provided the email information so you can search for it in your inbox,
  and make sure it did not go to spam.

   

  As the equipment is under lease you
  will want to return it as soon as possible to avoid any unnecessary billing.
  
  Again, we
  appreciate you maintaining clear and professional boundaries of communication will
  ensure that we can assist you effectively and fairly. I appreciate the opportunity
  I have had to review and address your concerns, and I hope the information I
  have provided is helpful.  

  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

   

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I’m in disregard of the resolution as of why we need those funds as soon as possible. You have caused losses to our business. There was a return credit authorization that needed to be canceled by our client because the engine scheduled for repair needed payment to the matching shop  prior to getting fixed. Also that put the shop on a $3000 transaction a double fee of 3.5% to manually swipe and manually refund the client $115 twice plus a hold of $1800.00 For 180 days. 

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

  Business Response

  Date: 06/26/2025

  Dear ********,

  Thank you again for your correspondence.

  As previously communicated, our Risk Leaders have thoroughly reviewed your account and determined that it exceeds our risk threshold. Consequently, the hold on your account will remain in place until the conclusion of the 180-day chargeback period. I understand this may not be the resolution you were hoping for; however, this decision is final.

  To reiterate, the 180-day period will conclude on November 27, 2025. After this date, you may contact our Risk team at ###-###-#### to confirm the status of your bank account on file and request the release of any remaining funds, less any outstanding balance in Collections.

  Unfortunately, this is the final response I am able to provide, and I am sorry that I cannot offer any further assistance in this matter.
  Thank you for your understanding.

  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

• Initial Complaint

  Date:05/27/2025

  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 Discovered that Worlpay had continued to charge a monthly and yearly annual fee on an account that had thought to be closed, but they report was not closed per their records. Despite NO credit card use in 3 years, they continued to charge my small counseling business monthly fees and yearly annual fees and non PCI compliance fees for the past 3 years. As the owner, I did not realize that the bank fees labeled merchant services were directly from Worldpay until I began researching recently why my company's cc fees seem so high. Upon investigating, I found that some of the merchant fees were charged by world pay when I had can celled them and moved to elavon 3 years ago.. I do understand that I could have some culpability in not recognizing the fees sooner. However, I feel it is almost criminal to continue to charge a small business fees for 3 years that clearly were not being used and were opportunistic. I reread my contract, and the fine print says the contract renews automatically without any need to resign. Therefore I am sending a complaint as this seems to be poorly designed for small business customers. They took in 3500.00 in fees for a service clearly not used for 3 years without any concern for the business. I store cc's for clients and we would not charge a customer for a service they were not using as that simply feels opportunistic and not supportive of the client or in this case, small business. I would like them to consider meeting me half way in returning half of the fees charged over the 3 years.

  Business Response

  Date: 05/29/2025

  Dear ****,

  Thank you for reaching out through the Better Business
  Bureau (BBB) regarding your former merchant processing account with Worldpay. I truly
  appreciate the opportunity to review your concerns, and I sincerely apologize
  for any confusion or inconvenience this situation may have caused.

  After carefully reviewing your account, I found that the
  original agreement signed in March 2020 was for a three-year term, ending in
  March 2023. However, the last processing activity occurred in November
  2022—about five months before the contract officially concluded. Notes from
  April indicate that you confirmed switching processors and believed the account
  had been closed. Unfortunately, our records show we did not receive formal
  notice or a closure request until April 2025.

  Regarding your reimbursement request, the merchant agreement
  requires written notice in advance to close the account. If you have any
  documentation—such as a completed closure form or related
  correspondence—showing that steps were taken to close the account in line with
  the agreement, I’d be grateful if you could share it. This will help me better
  understand the situation and assist you more effectively.
  Thank you again for your patience while I look into this.
  I’m here to help and look forward to hearing from you soon.

  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  
  

• Initial Complaint

  Date:05/27/2025

  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 am writing to file a formal complaint against WorldPay (FIS Global) for deceptive, unethical, and fraudulent business practices related to their merchant services. I have been a WorldPay customer since 2016. Recently, after updating my business bank account, I noticed that WorldPay was still charging my old account—leading me to discover serious billing irregularities. After multiple calls and extensive time spent speaking with representatives, it was revealed that a second merchant account had been opened under my business without my knowledge or consent. This came as a complete surprise, as I only authorized one merchant services account. Specifically: • In 2016, I opened a merchant account ending in 8436. • In 2019, WorldPay informed me that the gateway we used (UPS) was becoming obsolete and that I needed to open a new merchant account. Based on this representation, I opened a second account ending in 2847—at a higher rate. • At no point did they inform me that the original account would remain active or continue to incur fees. • That original account remained open and WorldPay continued charging fees monthly, despite it being unused and redundant. These charges went unnoticed due to their complex, bundled fee structure—until my recent bank account change revealed the ongoing deductions. After repeated complaints, WorldPay finally closed the unused account but denied responsibility for their failure to disclose the continued billing.

  Business Response

  Date: 05/30/2025

  Good Afternoon ***,

  Thank you for reaching out to us through the Better Business
  Bureau. We truly appreciate the opportunity to address your concerns and
  apologize for any inconvenience you've experienced.
  
  After reviewing your account, it appears a new account was
  created due to the old gateway becoming obsolete. While the old gateway was no
  longer functional, it would remain the owner’s responsibility to formally close
  the previous account. Unfortunately, just as with any other type of account
  billing continues until an account is officially closed, regardless of usage.
  
  We found no record of a closure request or inquiry about
  ongoing billing prior to March 2025. As outlined in the merchant terms and
  conditions, daily account reconciliation is required as it is essential to
  catch such issues early. Had we been notified sooner, we could have provided
  the necessary closure form and prevented further charges.
  
  That said, I see you were previously offered a six-month
  courtesy reimbursement of $948.10, which was declined. I’d be happy to extend
  that offer again. If you could kindly confirm whether the bank account on file
  is still active, we’ll process the reimbursement right away.
  
  Thank you again for your time and understanding. I am
  standing by and will look forward to hearing from you. 

  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

  Customer Answer

  Date: 05/31/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  The business
  claims that a new account was created due to the previous gateway becoming
  obsolete. If that is the case, it is entirely unreasonable for the company to
  continue billing the client on an account they themselves deemed outdated and
  replaced. The burden of closing the account cannot fall on the client when the
  account’s function has already been rendered obsolete by the company’s own
  actions—and without any notice provided to me.
  
  There
  was never any communication from the company indicating that the prior account
  remained active or subject to ongoing charges. I was unaware that this
  so-called “obsolete” account was still being billed, and it is unacceptable for
  the business to attempt to shift responsibility for this prolonged error onto
  me as the client.
  
  The
  company’s reference to “daily account reconciliation” as a defense is a
  misapplication of that term. Daily reconciliation pertains to verifying
  customer transactions—not monitoring for internal billing errors or duplicate
  charges by the service provider. No reasonable client would expect to detect
  fees being charged on a backend account that should have been closed by the
  provider itself.
  
  Furthermore,
  charging me for six years without my knowledge or consent constitutes
  unauthorized billing and appears to violate 15 U.S. Code § 1693e(a) of the
  Electronic Fund Transfer Act, which requires clear and affirmative
  authorization for recurring electronic debits. This also presents a case of
  unjust enrichment, as the business benefited from funds withdrawn from my
  account for a service that was not in use and not disclosed as active.
  
  The
  reimbursement offer of $948.10 is a small fraction of the total amount charged
  over six years and does not reflect the full extent of the unauthorized
  charges. I had no role in the account remaining active, and I did not authorize
  continued billing. It is both legally and ethically inappropriate for the
  business to retain any portion of these funds.
  
  I
  respectfully request that the BBB continue to investigate this matter. Unless a
  full refund is issued for the unauthorized charges on the obsolete account, I
  intend to pursue formal complaints with the Consumer Financial Protection
  Bureau (CFPB) and the Federal Trade Commission (FTC), and seek restitution
  through all legal channels available to me.
  
  
  Regards,
  
  
  
  *** *********
  
  

  Business Response

  Date: 06/09/2025

  Good Afternoon ***,

  Thank you for reaching out again. I’d like to take a moment to
  clarify a few important points and ensure everything is as clear as possible.
  
  When your new account was set up, you were fully informed
  that a new merchant account was required, as you were sent a brand-new Merchant
  Agreement which you signed accordingly. Along with this, you received new
  processing credentials and a new Merchant ID Number. As part of our standard
  process, it is the business owner's responsibility to close any accounts that
  are no longer in use.
  
  While we strive to make the transition to a new account as
  smooth and swift as possible, we understand that a business may need time to
  fully transition to the new account. That timeline is different for every
  merchant. The business owner is required to inform us when they
  are ready to close the old account once they determine that the new account is
  actively processing, and deposits are being received without issue, so that there
  is no disruption to processing operations. Under normal circumstance, only the business
  owner is authorized to request account closure.
  
  We trust the business owner to close any accounts that are
  not in use as we do not monitor accounts for activity.
  
  Regarding your mention of “daily account reconciliation,” this refers to the routine process of reviewing and reconciling all activity related to your merchant accounts. This includes transactions, settlements, deposits, debits, IQ reporting, billing statements, and the DDA bank account on file. The goal is to ensure that all financial activity is accurate and balanced.

  
  If duplicate debits were occurring, this reconciliation process would typically reveal them, allowing the merchant to identify and question any discrepancies—such as duplicate billing. Had you reached out at any point during the life of the account, we would have been happy to investigate and assist in resolving the issue to help prevent further billing errors.
  
  While account closure and reconciliation ultimately fall
  under the business owner's responsibilities, we sympathize. That’s why, even
  though our standard reimbursement policy covers 90 days, Shauna extended a
  6-month reimbursement as a gesture of goodwill. This offer represents our final
  resolution.
  
  If you’d like to move forward, please confirm that the bank
  account we have on file is still valid, and I’ll be happy to initiate the
  reimbursement for you.

  
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

   

• Initial Complaint

  Date:05/27/2025

  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 been actively trying to cancel this service since December of 2024. I was signed on to a lease for a payment processor with WorldPay/TimePayment by a third party affiliate that was connected to me through Fifth Third Bank. His name is Zachary R****. I was assured I could cancel at any time free of charge and not be responsible for paying out the entirety of the equipment lease. Once I brought up wanting to cancel, Zachary R**** became impossible to get ahold of and would not answer my calls or messages for weeks at a time. I tried to open a case with customer service but it was closed before anything was resolved. The company continued, during the time period of December 2024-March 2025 to consistently charge me more than double the amount I had agreed to in hidden fees, despite my indication that I no longer wanted to use their services (I did not accept a single transaction during this time, so I have no idea what I was being charged for). I asked repeatedly for some sort of itemized bill and was not provided with such. I even went back to the bankers who initially recommended this scam to me and they were finally able to get ahold of R**** on my behalf. He then immediately called me back. After some struggle in communication I was finally sent a shipping label to return the device. I tried to insist on hand delivering the package myself to a facility I was told about in *********** ** (for assurance that they had definitely received the package and would not try to charge me further), but R**** refused and assured me I would not be charged any more moving forward. I recorded a video of myself dropping off the package on March 20th. Since then, I have been charged $30 from WorldPay on the 8th of each month. I also noticed that my credit union noted I had "taken out a loan" for $1350 through WorldPay, though this appears to have been resolved. They refunded me for December-March but I would like my money back for April-May and to be done with this headache.

  Business Response

  Date: 06/02/2025

  Good Morning ******,

  
  Thank you for reaching out to us through the Better Business Bureau (BBB). We sincerely apologize for any inconvenience you’ve experienced, and we truly appreciate the opportunity to address your concerns.

  
  We understand that you've submitted feedback on multiple platforms. However, once a merchant initiates a case through the BBB, we are required to maintain all further correspondence exclusively through that channel to ensure full transparency. As such, although there is also an open case related to your ********** review (Case Number ********), we kindly ask that you continue communication solely through the BBB portal moving forward.
  I’ve confirmed with Zach R**** that he has been in direct contact with you regarding this matter and is actively working toward a resolution. We genuinely appreciate your patience and understanding during this time. Zach has assured us that he will keep all parties updated as he works to resolve the issue as quickly as possible.

  
  If you have any questions or need further clarification, please don’t hesitate to reach out—through the BBB portal—and we’ll be happy to assist.
  

  
  
  Thank you,
  
  Krista
  A******
  Client Relations Account Manager I
  Operations
  Service Excellence - US Complaints
  
  

• Initial Complaint

  Date:04/10/2025

  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 the transaction was February 4 and 5th. I charged two credit cards given to me by someone trying to book rooms at our *****. The total charged was $6,236.75. They were stolen cards so the banks started to charge back all the charges. WorldPay held all of our incoming money for all of our bookings for 3-4 weeks as "security while investigating!" The total they held for this time was $11,292.58. I told them that they could hold the $6,236.75 for security but they should release the rest of the funds so I could run my business. They refused to do this. They eventually released the money they were holding.
  I have since added up the amount of chargebacks they have made and it far exceeds the $6,236.75. February 10 $2351.19; Feb 24 $2280.16; March 21 $1682.31 plus $2188.28. April 9 $2,269.14 plus $521.50. No explanation for these amounts being deducted from my bank account. Total of the above amounts is $11,292.58? Also the interchange fees from the banks is also exorbitant. I have paid $808.10; $32.97 and $464.07. I have contacted WorldPay and am waiting for an explanation on the current April 9 charges? I wish to find out what I can do to get all the money back that has been taken out of my account without any explanation. How can I go about that. Any help from the BBB will be very welcome. Thank you.

  Business Response

  Date: 04/14/2025

  Good Afternoon ********,
  
  Thank you for reaching out through the Better Business
  Bureau (BBB) regarding your merchant processing account with Worldpay. We
  apologize for any inconvenience you have experienced. We appreciate the
  opportunity to review and address your concerns.
  
  I looked at your chargeback history going back to
  February 1, 2025, and I was able to confirm that there are five chargebacks in
  your account. Three on card **** and two on card ending ****.
  
  The grand total of these chargebacks is $6302.64
  
  Card Number                      Dispute Amount      Amount 
  Transaction Date
  ******************        $1,682.31                   02/15/2025
  ******************        $1,720.65                   02/06/2025
  ******************        $548.49                       02/06/2025
  **********xxxx****        $1,716.20                     02/05/2025
  **********xxxx****        $634.99                         02/05/2025
  
  The two reason codes for these chargebacks are
  ****** -
  FRAUDULENT TRANSACTION
  ****** -
  OTHER FRAUD-CARD ABSENT ENVIRONMENT
  
  If you can
  kindly look at the attached screenshot I attached, you will see all the ACH
  debits for batch withholdings and ACH credits to your account regarding these
  chargebacks.  
  
  **The
  green highlighted column is all the batch withholdings debits that were made
  totaling -$8582.80
  **The
  yellow highlighted column is all the credits adjustments that were made
  totaling +$2280.16
  
  If you
  take the -8582.80 that was deducted, and you add the +2280.16 that you were
  credited, the new total is -$6302.64 which balances out with the GT of
  chargebacks you received.
  
  As I am sure you already know it is not a processor who
  files a chargeback, we simply act as an intermediary. All chargeback reporting
  is available 24/7 on the IQ merchant portal, which is available to provide a
  communication pathway between the card issuing bank and the merchant throughout
  the chargeback process. That said if a merchant calls into support needing
  additional guidance regarding a retrieval or chargeback situation the Disputes
  team is always available to assist. I hope this information is helpful.
  
  Regarding the interchange fees, although I certainly do
  apologize and sympathize with your frustration, if you can kindly take a moment
  and research **** and ********** Interchange fees online, you will see that that
  these fees are assessed by the Card Brands themselves and not any processor.
  Therefore, I am sure you can understand that because these fees are not
  assessed by Worldpay, we would have no power to adjust them.
  
  I have provided a detailed breakdown of all the debits
  and credits to your account. Please keep in mind that net negative batches (when
  a merchant has more returns processed in a batch than they do sales leading to
  a net negative settlement) can also cause auto holds that require a risk/fraud review.
  I confirmed that although funds were held and then released causing delays in
  funding that the settlements do balance out with the final records of debits
  and deposits less the chargebacks in the IQ portal.
  
  You may want to open your IQ
  portal and view activity between 1/19/2025 through 4/14/2025 and cross reference
  the IQ reporting with the PDF I attached with the breakdown of all the dates
  and totals you referenced. The only date that I could not reconcile with a
  number you provided was on of the totals you provided for March 21, but the
  totals in IQ do balance out.
  
  I appreciate the opportunity I have has to assist you. I
  hope all the information I have provided helps to clear up any confusion
  regarding your chargebacks as well as the fees associated with Interchange. I
  hope you have a wonderful weekend. Please let me know if you have any
  additional questions. 

  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

   

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  Thanks for your detailed explanation. I accept what you wrote as correct. The reason I am rejecting your response is because on April 9th, $2,269.14 was again deducted from my account? As far as your response is concerned all chargebacks had been dealt with, which I accept. My question is why I am being charged $2,269.14 on April 9th? When I spoke to a gentleman in the disputes department, he said that I had been credited this amount as an invalid chargeback due to our protesting. He could not find this refund in iQ. If we received this amount back from Worldpay I cannot find this amount anywhere in my bank account? I would like to know where this amount was paid back to us and then it was once again deducted from my account. If we can clear this up I will be happy with the result. Please let me know when $2,269.14 was deposited into my bank account. 

  I have been on iQ but it is extremely difficult to find anything on there, and especially an exact amount that I was meant to receive. It is definitely not user friendly at all. I await your reponse so that this can be cleared up once and for all.

   

  Thank you.
  
  Regards,
  
  
  
  ******** ******
  
  

  Business Response

  Date: 05/07/2025

  Good Afternoon, ********,
  
  I hope you're doing well. I'm sorry for any confusion, I hope this wll help to further clarify. As I shared previously, after carefully reviewing your account
  from 1/19/2025 to 4/14/2025, I can confirm that everything balances out.
  
  Here's a quick summary:
  *Net Settled Sales: $40,020.73
  *Checking Account Activity:
  ***Credits: 74 credits
  totaling $59,157.66
  ***Debits: 33 debits
  totaling $25,439.57
  ***Net Position: $33,718.09
  
  The difference between the settled amount and the net position
  is $6,302.64, which represents the total chargebacks during this period.
  List of chargebacks totaling
  $6302.64

  
  **************** $1,682.31 02/15/2025 chargeback
  **************** $1,720.65 02/06/2025 chargeback
  **************** $548.49 02/06/2025 chargeback
  ********xxxx**** $1,716.20 02/05/2025 chargeback
  ********xxxx**** $634.99 02/05/2025 chargeback

  
  I am sorry for any confusion regarding the conversation you
  had with the other individual regarding the amount of $2,269.14. This is not a
  single amount; this amount consists of two separate chargebacks that are shown above:
  
  ***$1,720.65 (card ending ****)
  ***$548.49 (card ending ****)
  
  Unfortunately, both chargebacks were decided in favor of the
  cardholder, so you are not eligible for reimbursement.
  
  The attached screenshot from IQ shows that both chargebacks
  were lost on April 7th, which is why your account was debited on April 9th.
  
  I hope this makes more sense.

  
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

   

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  The amount deducted from my account = $9,104.30

  You are saying that the amount deducted is $6,302.64

  Deductions from my account are:

  2/24 = $2280.16

  2/10 = $2351.19

  3/21 = $1682.31

  4/9 = $521.50 and

  4/9 = $2269.14 (which you say are $!720.65 and $548.49 added together)

  My total is therefore $9,104.30 NOT $6,302.64

  Your company owes me the difference. $2,801.66

  Your company also deducted huge fees for these chargebacks. 3/11 = $808.10 and 4/9 = $464.07.

  This is daylight robbery!! I am still waiting for my refund owed to me.

  Thank you.

  
  Regards,
  
  
  
  ******** ******
  
  

  Business Response

  Date: 05/23/2025

  Good Afternoon, ********,

  
  I hope you're doing well. I understand this has been a bit
  confusing—there’s certainly a lot of information to keep track of. I’ve done my
  best to clarify things along the way, and I want to kindly point out that the
  details in question were included in my earlier communications, though it seems
  they may have been overlooked.

  
  To help ensure everything is as clear as possible, I’ve put
  together a full breakdown of all the debits you listed, along with screenshots
  from the IQ portal for reference.

  
  Please see the attached document. All the dates and amounts
  you provided are shown in black, and my clarifications are in red to
  make it easier to follow. As you can see, line item by line, everything
  balances out.

  
  Although I understand you're unhappy with the fees assessed
  on your monthly billing statements, I’m unfortunately unable to assist with
  that aspect of your account. I kindly recommend calling our support team at
  your earliest convenience and requesting to speak with a Loyalty Rate
  Specialist. They’ll be able to review your billing statement with you and
  determine if anything can be done regarding your monthly fees.

  
  I hope this is helpful.

   

  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

• Initial Complaint

  Date:04/10/2025

  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, ********* *********, owner of **** *********** **** ******** *** located at 441 N Moss st, Burbank CA 91502 seeking to get my funds back. (business ph# ###-###-####, EIN# **********). In 2022 I have made several transactions charging my clients using Worldpay Merchant service for credit card pay. After some time, Worldpay decided to end relationship between my business and them and they put a hold on my funds for 180 days. After I waited patiently 180 days, I called them back to get my funds and they told me they would issue a check to my address which was last April of 2024. As of today, I have not received any check from them and when I call they kept transferring me from one department to another. I have been on hold more then 4 hours in just last few days, but unfortunately it did not go anywhere.
  Please help me to resolve this issue since . Thank you

  Business Response

  Date: 04/15/2025

  Good Afternoon *********,
  
  Thank you for reaching out through the Better Business
  Bureau (BBB) regarding your merchant processing account with Worldpay. We
  apologize for any inconvenience you have experienced. We appreciate the
  opportunity to review and address your concerns.
  
  
  Please accept our apology for any inconvenience you have experienced.  I
  am happy to have this opportunity to review and address your concerns. I
  confirmed that there was a Risk hold placed on your account due to excessive
  declines that occurred back in 2023. Risk Leaders confirmed that as of 5/18/23
  there was $105,518.24 held. Risk Leaders also confirmed that there were 2
  releases completed one for $5,244.81 on 6/19/23 and one for $100,273.43
  released on 12/5/23.
  
  
  That said while researching your account I was able to verify
  that you also had 2 ACH rejects for billing in 2023. One reject was for billing
  in February 2023 and the other was for May 2023 billing in the amount of $5244.81.
  
  02/10/2023 02/11/2023 R01 - INSUFF FUNDS ********* *******533 -$69.85 ******
  06/12/2023 06/13/2023 R01 - INSUFF FUNDS ********* *******533 -$5,244.81 ******
  
  
  This seems to match the amount you say was missing from your funding. In a circumstance
  where the ACH debit for billing is rejected by the bank due to insufficient
  funds the unpaid balance would automatically be sent to Collections. Any past
  balance due would be recovered from withheld batches prior to any hold being released.
   It seems that the reason there has been
  confusion is because there are no funds on hold to release.
  
  
  That said I have reached out to Collections Leaders to have
  them review your account. I have asked for them to please confirm if the $5244.81
  was debited from the batch withholdings to recover the past balance that was
  due for Mays billing that was rejected by your bank for insufficient funds. I
  appreciate your patience and kindly ask that you please stand by, and I will
  let you know as soon as they provide confirmation. 

   

  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  First of all, thank you for your help and quick response. 

  As far as I know there shouldn't be any balance owe from my side since they collected every penny when they deposited big amount around 02/2023 and after thet there was no transactions I made with them and they couldn't charge me if there was no transactions.  Afterall, when I connected them about a year ago, they actually told me that they would send me a check since I don't have the same bank account anymore for them to deposit. If they don't owe anything,  why would they told me that they were sending me a check that I never received?

  Something is not right here

  
  Regards,
  
  
  
  ********* *********
  
  

  Business Response

  Date: 05/07/2025

  
  
  Hello *********,
  
  I apologize for any
  confusion regarding the Risk Department saying a check would be sent. At the
  time they did not realize that there had been a past balance due in Collections,
  they assumed the funds were eligible to be released.
  
  Findings:
  
  Risk confirmed that as of
  May 18, 2023, there was $105,518.24 held. There were two releases completed:
  
  $100,273.43 released on December 5, 2023
  $5,244.81 released on June 19, 2023
  
  Although the report shows
  that Risk released $5,244.81, unknown to Risk, Collections used the funds to
  cover a past due balance in your account for May's billing, which had been
  rejected.
  
  Please see attached a copy
  of your May billing statement, and a picture of the ACH rejection for May's
  billing due to insufficient funds that caused your account to be sent to
  Collections as shown below.
  
  06/12/2023 06/13/2023 R01 -
  INSUFF FUNDS ********* *******533 -$5,244.81 ******
  
  Summary: 
  
  Due to insufficient funds in
  your account to cover May's billing, Collections recovered the $5,244.81
  released by Risk to offset the ACH reject and bring the account into balance.
  This account is now whole, and there are no funds available for release.
  
  I hope this is clearer. Again,
  I do apologize for the confusion. Please let me know if you have any questions. 

   

  
  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

• Initial Complaint

  Date:04/09/2025

  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.

  We sold our business on 11/25/2024. The service was transferred to the new owners. The Worldpay website has no vehicle to transfer or cancel the service. The telephone number is automatic with no problem resolution options. Direct contact WAS established, and I was told the problem had been resolved. I continue receiving this notice. The Merchant Services Leadership team needs to address these issues.

  Business Response

  Date: 04/10/2025

  Good Afternoon ***,
  
  Thank you for reaching out through the Better Business
  Bureau (BBB) regarding your merchant processing account with Worldpay. We
  apologize for any inconvenience you have experienced. We appreciate the
  opportunity to review and address your concerns.
  
  The reason that there is no way to close the account online
  is due to the secure nature od this account. For the account to be closed the
  Owner needs to call in directly and verify the security for the account and request
  closure. They would then be sent an account close form that needs to be filled
  in correctly and entirely, be signed by the owner and sent back.
  
  As you are stating Direct contact has been made, if you can
  kindly provide the Merchant ID number (s) for the account(s) you are needing to
  have closed as well as the account close form you signed and sent back, I will
  be happy to investigate further for you. I will be standing by and will look forward
  to hearing from you. 

  Thank you,
  
  Krista A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints