Business Profile

Credit Card Equipment

Worldpay

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Complaints

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

Customer Complaints Summary

53 total complaints in the last 3 years.
32 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/20/2025
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.
We are filing a complaint against World Pay for continuing to withdraw money from our accounts monthly, even after the accounts were closed. Despite our repeated attempts to resolve this, the company provides the same explanation each time without taking any action to stop the charges. These unauthorized withdrawals have caused financial strain, and we are seeking assistance in stopping them and obtaining refunds for the improper charges.
Business Response
Date: 03/21/2025
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 and in order to do
so I am hoping you can please provide a little more information.
If you can kindly, please provide the
following:

*****The Merchant ID(s) for all related
accounts
*****The federal Tax ID(s) for all
related accounts
*****The date(s) the affiliate account(s))
were supposed to be closed
*****The account close form you
would have submitted to request the accounts be closed
*****Any additional supporting
documentation you think would be helpful.

You can upload the account close
forms and supporting documentation directly in the BBB postal. Once you have
provided this information, I will be happy to investigate and see how I can
best assist you.

I hope you have a wonderful day; I am standing by and will look
forward to hearing back from you soon.

Thank you,

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

Business Response
Date: 03/21/2025
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 and in order to do
so I am hoping you can please provide a little more information.
If you can kindly, please provide the
following:

*****The Merchant ID(s) for all related
accounts
*****The federal Tax ID(s) for all
related accounts
*****The date(s) the affiliate account(s))
were supposed to be closed
*****The account close form you
would have submitted to request the accounts be closed
*****Any additional supporting
documentation you think would be helpful.

You can upload the account close
forms and supporting documentation directly in the BBB postal. Once you have
provided this information, I will be happy to investigate and see how I can
best assist you.

I hope you have a wonderful day; I am standing by and will look
forward to hearing back from you soon.

Thank you,

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

Customer Answer
Date: 03/27/2025
I have submitted the requested documentation and am waiting for a follow up response.
Customer Answer
Date: 03/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have submitted the requested documentation and am waiting for a follow up response.

Regards,

**** *******
Customer Answer
Date: 03/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have submitted the requested documentation and am waiting for a follow up response.

Regards,

**** *******
Business Response
Date: 03/31/2025
Good Morning ****,

Thank you for your reply, I apologize for any confusion. I
was able to verify that although the account close forms were indeed received in
November there was a bit of a delay in getting your accounts closed. This may
have partially been due to your having put the incorrect Merchant ID on one of the
account close forms, and partially due to an oversight on our side. Below I have
provided a summary for both the ***** *** - ***** ***** and the ** ** *** ****** accounts.

Summary for ***** *** - ***** ***** *** *************:

The form received on 11/5/2024 for ***** *** - *****
***** had the Merchant Id (MID) for ** ** *** – ****** MID:
************* listed on the form. The account with the MID listed on the form had
been closed previously in 2022. The correct MIID for ***** *** - ***** ***** that was missing from the form is *************.

Despite the confusion regarding the incorrect MID having
been listed, it looks like the Account Close team sorted it out and ***** *** -
***** ***** the was successfully closed on 12/06/2024. Although they did get
the account closed without any additional billing for December with your final monthly
billing for this account being November, you were later assessed for early
termination fees (ETF) in the amount of $495 for breach of contract in January.

Please note that the $495.00 was assessed due to your having
switching processors without notice in November.

Please see the attached copy of your Terms and Conditions
and kindly review:
****Page 1 section A & B of these T&C speaks
specifically to the “Terms and Exclusivity”.
****Page 3 Section 7B speaks to “Early Deconversion Fees
and Liquidated Damages”.

As you will see in Section 1A of the T&C, once the
term of your agreement ended it auto renewed for an additional 36 months unless
you give a 90-day written notice of your intention to terminate. This written
notice was not received until November 2024, and it was only received after you
had already switched processors with no notification back in September 2024.
This was a breach of the exclusivity page 1 section B of your T&C. As you
did not provide appropriate notice, and you did not honor the exclusivity
clause this makes your in breach of contract. I am sure you can understand why
the early deconversion and liquidated damages would apply.

I verified that the $495 charge for ETF rejected by your bank
in January. Please note that whenever an ACH for a debit rejects the billing is
automatically sent to Collections. For you to bring your account into balance
you will need to kindly please reach out to the Collections team to make
payments arrangements at ###-###-#### (Monday thru Friday 8am - 5pm EST).

Summary for ** ** *** ****** MID: *************

Although the account close request was also received in November and the
account did not get closed until January 8th causing your ****** account to be
billed for December in error.

To correct for the error in billing there were two reimbursement credits issued
in January for Decembers billing. Reimbursements Issued:

• 1/15=$239.75
• 1/29=$195.04
******These amounts when added together $239.75+$195.04=$434.79
******$434.79 is the amount you were billed for in
December

** ** *** ****** was later debited on 2/21/2025 for ETF in the amount of
$495.00 for breach of contract due to Merchant switching processors without
notice in November

As the Merchant did not call in to provide a 90-day notice before they stopped
processing on September 30, 2024, they were in breach of contract as per the
T&C Sections 1A & 1B and were charged appropriately for ETF as per
Section 7B

Looks like the billing was successful, I do not see any ACH rejects in this
account. Account is in good standing.

II hope this is all helpful. Although as long as there is
no outstanding equipment that needs to be returned or anything of that nature
you should not see any further billing in either account, you will want to
contact the Collections team at the number provided above at your earliest convenience
to being your ***** ***** account into good standing. Please let me know if I can
offer any further assistance.
Thank you,

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

Customer Answer
Date: 04/02/2025
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.

We have been in communication with your company multiple times since the account closure forms were submitted. Our executive assistant has spoken directly with Pennie H*******, Lindsey D****, and Devon C****** to clearly confirm which two businesses (***** ***** and ******, ********) we wished to have closed. Despite this, Pennie failed to respond to the confirmation email regarding the receipt of the forms, and even when the Merchant ID (MID) confusion was raised, it should have been easily clarified through the address listed on the form, which was accurate.
Additionally, we reached out multiple times to confirm that our accounts were properly closed. Unfortunately, we were given the run-around, and we were never provided with a definitive confirmation that the accounts had actually been closed until later, after continued billing had already occurred. This lack of communication from your side is extremely concerning.
As for the $495 ETF charges, we believe they are unjustified. Not only were we charged for accounts that we had already requested to be closed, but we have also had recent experiences with the closure of an account in ******, WY, where no such fee was assessed. It is unreasonable to charge us an early termination fees when we have made every effort to ensure proper closure and have already been subject to continued billing for services we no longer required.
We cannot agree to pay the additional $495 fee under these circumstances and would appreciate immediate resolution of this matter. Please let us know how you intend to resolve this issue moving forward.
Regards,
**** *******

Business Response
Date: 04/07/2025
Good Afternoon ****,
Thank you for your reply. I apologize for the confusion. As
I stated in my last email, although there was a delay due to your having put
the incorrect MID on the account close form for ***** *** - ***** ***** the
delay did not cause any additional monthly billing in December.

The final billing for ***** ***** was in November. The ******
account that continued to be billed in December due to the closure delay has
already been reimbursed for the $434.79 you were billed for in December.

Ka Ko Jos – ****** shows it has been closed in our system
since 2022. The last processing date for ****** was 08/04/2022 and the account closure date is 09/13/2022. I
believe that the confusion is that the ****** MID ********** ***
is the MID that was incorrectly written in the account close form for *****
***** which is *************.

I hope that makes sense. As you stopped processing in September
in both the ***** ***** and the ****** accounts with no notice prior to requesting the account be closed on
11/5/2024, I am sure you understand why the ETF in both accounts would be valid. To avoid breach of contract you would have needed to provide your account close form 90-day before the last day of processing in
September in both accounts.

Again, kindly refer to your Terms and Conditions:
****Page 1 section A & B of these T&C speaks
specifically to the “Terms and Exclusivity”.
****Page 3 Section 7B speaks to “Early Deconversion Fees
and Liquidated Damages”.

Although I understand you are not pleased with the terms
of your agreement, I do hope that they at least make sense. As I shared previously
as the $495 charge for ETF for the ***** ***** was rejected by your bank in
January, to bring your account into balance you will need to kindly please
reach out to the Collections team to make payments arrangements at ###-###-#### (Monday thru Friday 8am - 5pm EST).
They are 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: 04/16/2025
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.

Hi Krista,

Thank you for your response. Could you please provide our signed contracts for both businesses, along with the dates of their validity?

Regards,

**** *******

Business Response
Date: 05/02/2025
Good Afternoon,

Although under normal circumstances, once you reach out to
the BBB, all correspondence needs to continue through the BBB portal. However,
I did not want to send your agreements here because they contain sensitive
information, so I did send the agreements to your email on file from ************************************.

Please refer to page 1, section 1A&B, which directly
addresses the term and exclusivity.

Section 1A of the T&C states that once the term of
your initial agreement has ended, it was set to auto-renew each year for an
additional 12 months unless you provided at least a 90-day written notice of
your intention to terminate before the current term expires.

Merchant: ***** *** - ***** ***** (*************)
***Agreement Signed: January
27, 2020
***Notice Requirement: To
avoid breach of contract and early termination fees, a 90-day advanced notice
would have been required by October 27, 2024. Processing would have needed to
continue as usual throughout the 90-day period to avoid breach of contract and
early termination fees.

Merchant: ** ** *** (*************)
***Agreement Signed: May 17,
2023
***Notice Requirement: To
avoid breach of contract and early termination fees, a 90-day advanced notice
would have been required by February 17, 2025. Processing would have needed to
continue as usual throughout the 90-day period to avoid breach of contract and
early termination fees.

What Occurred:

Merchant: ** ** *** (*************)
***Account Closure Request: Although
the account close request was in November, within 90 days of the end of the
current term, processing had already stopped in September, violating both the
advanced notice and exclusivity clauses.
***Last Processing Date: September
30, 2025
***Early Termination Fee: $495
ETF is valid.

Merchant: ***** *** - ***** ***** (*************)
***Notice Requirement: To meet
the terms of the agreement, advanced notice would have been required by October
27, 2024. The merchant did not provide notice until November, which was not
within the 90-day advance period required by the term. Additionally, processing
had already stopped in September, violating both the advanced notice and
exclusivity clauses.
***Last Processing Date: September
30, 2025
***Early Termination Fee: $495
ETF is valid.

I hope this is helpful. For full visability please continue all correspondence here on the BBB portal.

Thank you,

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

Customer Answer
Date: 05/14/2025
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.

We are unable to access the documentation that you sent over. Please email the contracts to ****************. Thanks.

Regards,

**** *******

Business Response
Date: 05/20/2025
Dear ****,

I hope this message finds you well. My name is Kim, and I am currently assisting Krista during her absence from the office. I apologize for any inconvenience you may have experienced.

I have sent you an email containing the documents requested. These were sent from ************************************, and the subject line will read "BBB Case ID ******** ** ** *** ************* & *************" to facilitate your review.

Please feel free to respond via the BBB if there is anything further I can do to assist you.

Thank you,

Kim H******
Client Relations Account Manager I
Operations Service Excellence - US Complaints

E: ************************************

Customer Answer
Date: 05/27/2025
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.
Hi,
Thank you for following up. We did not receive the email. Can you please send it to ****************. Attention to my assistant ******.

Regards,

**** *******

Business Response
Date: 05/29/2025
Good Afternoon ****,

As requested, the attachments were resent attention ******
to the email you provided. Again, we kindly ask to ensure full
transparency, that you please do not reply to the email but continue all
correspondence through the BBB portal.

If you can please kindly confirm receipt of the documentation
that would be appreciated.
Thank you,

Krista A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Initial Complaint
Date:03/20/2025
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 have been Worldpay customer since 2018 at least. We did not contact them directly, but was forced to use Worldpay service through our POS system, Touchbistro. We weren't sure since we were used to FirstData merchant service, but this merchant was the only one Touchbistro system could comply.

Along the way, the service has been ok to use. There was an issue that they were trying to take extra charges from us by introducing a program called Upside without our consent. Money were refunded and was solved in 2020.

Recently in November 2024, Touchbistro contacted and reminded us that their POS system will not be compatible with some of the Worldpay payment system by the end of January 2025. We needed to purchase a new set of payment system. That was when we urgently needed to shop around for the new POS system.

We found another system that has no association with Worldpay. We switched the system on Jan 13, 2025. We had no transaction with Worldpay since then. In Feb 2025, Worldpay charged us $199.84 for charges as follows;
CHARGEBACK SERVICE FEE T3 20.0000
FRAUDSIGHT MONTHLY FEE 29.9900
PCI NON-VALIDATION PER ITEM 74.9500
REVIEW TRACKERS 24.9500
SAFERPAYMENTS BASIC 24.9500
MINIMUM BILL ADJUSTMENT 25.0000

When I saw the charges, it reminded me that I need to cancel their service to avoid the monthly fee. Even though, I don't agree with their chargeback service fee and some other fees except the minimum bill adjustment fee. In general, these fees will not be charged if we don't have chargeback transaction or something that needs to be reviewed.
I called them to cancel the service because we no longer use the system that associated with their merchant. They mentioned that there will be a $495 termination fee because I didn't cancel their service 30 days in advance.
We're at that point that we can no longer stand this business anymore. We have not signed any agreement with them or ever received any announcement from them before. I can explain more later.
Business Response
Date: 03/21/2025

Good Afternoon Peeranee,

Thank you for reaching out through the Better Business
Bureau (BBB) regarding your merchant processing account with Worldpay. We
sincerely apologize for any inconvenience you have experienced. We understand
how crucial reliable and transparent services are for small businesses, and we
appreciate the opportunity to address your concerns.

I understand that it would be frustrating thinking you were
being billed for early termination fees if you were not under contract. I am happy to confirm that I was able to locate
your original signed Merchant Agreement. If you can please review the
screenshot of the signature page signed electronically by you in 1/30/2018 and
read the section directly above where you sighed that said by signing you
confirm and agree to the Terms and Conditions.

Your complaint mentioned you were charged a $495 early
termination fee for failure to provide notice. For your convenience, I have
attached the Terms and Conditions (T&C) and screenshots from your signed
merchant agreement. As shown on page 1, sections A & B, and Page 3, Section
7B of the T&C you will see it speaks directly to the topics of your concern.

Although I understand that you switched to a different POS
that was not supported by Worldpay, the way you would have needed to make that
change without being in breach of contract would have been to provide
appropriate notice and continue processing solely with us through out the
notice period. As you had already switched POS providers, violating the exclusivity
clause (section 1B) and stopped processing with no notice, violating term
requirement to provide 90-day notice (section 1A) I am sure you can understand
why the Early Termination/Deconversion fee (section 7B) would be considered valid.

I hope this additional information has been helpful. Please
let me know if you have nay questions. I will be standing by and will look forward
to hearing from you.

Thank you,

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

Business Response
Date: 03/27/2025

Good Afternoon Peeranee,

I hope you are having a wonderful week. Thank you for your
response. As you mentioned in your initial email, you “have been a Worldpay
customer since 2018 at least”, this seems to indicate that you are aware that
****** and Worldpay are the same company.

I appreciate your sharing the information about Touch Bistro,
however, since Touch Bistro is a third-party point of sale provider, and our
contract with you is separate from any arrangements you would have with them. Therefore, unfortunately any correspondence or arrangements
you have with them do not affect your contract with us.

If you can please see the top of page 3 of your signed agreement, it clearly shows
the initial term of the agreement and refers to the Terms and Conditions
regarding early termination and early termination fees. I have attached a
screenshot for your reference.

Although I understand that switching to a different point of sale
system may have been necessary for you, it does not alleviate your
responsibilities under the Merchant Agreement you signed with Worldpay. As I
shared in my previous message, to avoid breaching the contract, you would have
needed to provide appropriate notice and continue processing solely with us
throughout the notice period. Once that obligation was met, you would have been
free to close your account without any issues.

Although I understand that you do not feel you should be held
accountable for the terms you agreed to, I hope you can understand why the
early termination fee is valid. Please let me know if you have any questions or
need further assistance. I am here to help and look forward to hearing from
you.
Thank you,

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

Customer Answer
Date: 04/02/2025
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 noticed that you already charged me for the amount of $495 on March 25th, 2025 even though we're in denial of the payment. As you mentioned earlier, we, your customer, are a small business. We do not have an attorney team to help us look through a contract. I feel that you have been trying every way to hide those clause in the contract without mentioning 2 important clauses (auto renew every 3 years and $495 early termination fee) to the customer. I feel that you should have at least remind us if it's closer to the end of the term. In fact, we ended your service closer to the second auto renewal (Your screenshot showed that I signed the contract Jan 31, 2018-We stopped using your service on Jan 13th, 2025). Should there be a reminder to a customer asking if we need to do another 3 years with you. If that so, I would inform you before the end of the term that we'll no longer use your service.

3-year contract is long enough for a customer to stay with one service. Auto renewal without notice is unacceptable especially in this era where technology has quickly changed. Your company is using an unethical practice trying to get every penny out of your customers. If you feel you have rights to charge because of the unfair contract, please feel free to do so. I will also make sure that my messages will be here and out somewhere, so your customers/ future customers get informed how sneaky business your company can be.

Regards,

******** *********
Initial Complaint
Date:03/19/2025
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 sold and closed this business on 1/26/2025. WorldPay continues to charge me and is basically refusing to close my account. They claim there is an early termination fee which is not documented in the agreement I signed. The agreement was for 3 years and was signed in April of 2021 so early termination would not be a factor anyway. Then the company is claiming I had an automatic renewal which is not documented anywhere nor was notice sent out to me prior to this alleged renewal that my agreement would be extending. Requesting company to close my account and leave me alone.
Business Response
Date: 03/20/2025
Good Afternoon ****,

Thank you for reaching out through the Better Business
Bureau (BBB) regarding your merchant processing account with Worldpay. We
sincerely apologize for any inconvenience you have experienced. We understand
how important reliable and transparent services are for small businesses, and
we appreciate the opportunity to address your concerns.

Your complaint mentioned a $495 early termination fee and an
automatic renewal that you were not aware of. For your convenience, I have
attached the Terms and Conditions (T&C) and screenshots from your signed
merchant agreement. As shown on page 1, Section 1A of the T&C, the
agreement auto-renews for 36 months unless a 90-day written notice is provided.

Additionally, Page 3, Section 7B of the T&C detail the
terms and early termination fees/liquidated damages. For your convenience I
have also included a screenshot of page 1 of your signed Merchant Agreement referring
you to the appropriate sections of the T&C and page 3 where you will see
that Your signature on the agreement indicates that you received and accepted
these terms (see highlighted areas).

Regarding the delay in account closure, I confirmed in an
email you sent us that you are refusing to sign the account close request. As
the documentation is considered incomplete without the Owners signature, this
is what has caused a delay in the process.

We hope this clarifies the situation. If you can kindly sign
the account close form and send it back through the BBB portal, I will promptly
forward it to the account close team, so they can take action to get the
account closed and prevent any future billing.

Thank you for your understanding and cooperation. I will be
standing by and I will look forward to hearing from you soon.

Thank you,

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

Customer Answer
Date: 03/20/2025
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 terms were buried inside a link to the document I signed. That’s being real transparent!! There was also no notification on the renewal like any other ethical company would do prior to an automatic renewal happening. Close the account and waive your deceptive fee. That’s the only way I will be satisfied. Business is closed and there is no bank account. Corporation is in the process of being dissolved.

Regards,

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

Business Response
Date: 03/27/2025
Good Afternoon ****,
Thank you for your reply. I apologize for any confusion or frustration
this situation may have caused.
I want to clarify that the information in question is not
buried within the Terms and Conditions (T&C). It is intentionally placed in
clear view at the very top of page one, Section 1A. I would also like to note that directly above where you
signed the agreement, it references the T&C multiple times and explicitly
states not to accept the service if you do not agree to the terms. Given this,
I hope you understand that merchants are held accountable for the terms they
have agreed to and are liable for any breach of contract.
I understand that this may be disappointing news. Please
know that we strive to ensure all our clients are fully informed and satisfied
with our services. Although I am pleased to report that your account was
successfully closed on 03/21/2025, I must inform you that due to the breach of
contract, your account was already assessed for the $495 early termination fee. If your bank account is closed and the billing is rejected, I kndly ask that you please reach out to Collections
directly to bring your account into balance. They can be reached at ###-###-####, Monday through
Friday, 8am - 5pm EST.
I hope this is helpful. Thank you for your understanding and cooperation.
Thank you,

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

Customer Answer
Date: 03/31/2025
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.

Nobody can remember something after over 3 years. You didn’t provide any notice ahead of the renewal which is unethical and shady. Even cable companies send out a reminder of a renewal. Business is dissolved and closed. I will make sure I spread the news on how unethical your company is so others do not have to deal with you. I hope you enjoy working for such an unethical company. I would be very proud if I was you…

Regards,

**** **********
Initial Complaint
Date:02/17/2025
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.
The company had been our merchant for many year until in October 2024 we had a problem with our POS and when we called for support we kept getting transferred and did not receive a solution. We proceeded to switch to another merchant and called many times during that week to the number on the statement they send us every month. ###-###-####. The employees did not help us cancel our service. We also sent a letter. One of our employees found that Vantiv was also called Worldpay and found their website. In the website he found a phone number, he called and they told him to send an email to [email protected]. We received a response the next day, December 31st, from ******** ******* *******************************. We had a conversation on what was happening through email and then we sent her a signed letter which she said she forwarded to WorldPay. This was on January 3rd. We have not heard from her since January 21st despite sending numerous emails. Vantiv ISO has kept charging us a service fee and we have not even used their services in more than 3 months. They have sent us statements every month for the service charge. We have been unable to cancel their service
Business Response
Date: 02/18/2025

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.

Upon further review we have verified that your account is
indeed managed by a third party. As such I have engaged the team that assist
with accounts such as yours. I forwarded them all the documentation and I am
waiting to her back from them now. As I will not be able to reply back to you
again until you send a response, if you can kindly, please send a reply to let
me know you got this message and will stand by that would be helpful.

Thank you,

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

Business Response
Date: 02/18/2025

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.

Upon further review we have verified that your account is
indeed managed by a third party. As such I have engaged the team that assist
with accounts such as yours. I forwarded them all the documentation and I am
waiting to her back from them now. As I will not be able to reply back to you
again until you send a response, if you can kindly, please send a reply to let
me know you got this message and will stand by that would be helpful.

Thank you,

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

Customer Answer
Date: 02/18/2025
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.

We will not close the complaint case until the company closes our account.

Regards,

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

Business Response
Date: 02/27/2025
Good Afternoon *****,
I hope you’re having a wonderful day. I appreciate your
patience while I was investigating. I’m happy to relay that I received confirmation
that your account has been successfully closed and the request to waive the past
balance due has been submitted for your account. Once again, we apologize for any inconvenience you have
experienced. I am happy I had the opportunity to assist you and hope that this
was helpful.
Please let me know if you have any questions

Thank you,

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

Customer Answer
Date: 03/03/2025
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.

I wish to receive a letter stating that our account has been closed and that our balance has been waived, if possible. Either through email or mail.

Thank You

Regards,

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

Business Response
Date: 03/12/2025
Good Morning *****,
I hope you’re having a wonderful week, thank you for your reply. I stated in my initial email your account is managed by a third party, I have reached out to them this morning to ask if the partner or someone from their team can send you the email confirmation you are requesting. Unfortunately, even if your account was not a third-party mangled account, once a merchant engages through the Better Business Bureau, all correspondence must remain through the BBB portal so we can maintain complete transparency.
That said as in my previous message I already confirmed that the account has been successfully closed (closed
date: 02/27/2025) and the request to waive the past balance was submitted by the service mangers for this account, I believe you should be able to save our entire correspondence on the BBB as a PDF and export it out of the BBB portal for your records.
If you are not sure how to do this, please reach out to the BBB for support and they should be able to walk you through the process.

Thank you,

Krista A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Business Response
Date: 03/12/2025
Good Morning *****,
I hope you’re having a wonderful week, thank you for your reply. I stated in my innitial email your account is manged by a third party, I have reached out to them this morning to ask if the partner or someone from their team can send you the email confirmation you are requesting. Unfortunately, even if your account was not a thirdparty mangeed acount, once a merchant engages through the Better Buisness Bureau, all correspondance must remain through the BBB portal so we can maintain complete transparancy.
That said as in my previous message I already confirmed that the account has been successfully closed (closed
date: 02/27/2025) and the request to waive the past balance was submited by the service mangers for this account, I believe you should be able to save our entire correspondance on the BBB as a PDF and export it out of the BBB portal for your records.
If you are not sure how to do this, please reach out to the BBB for support and they should be able to walk you through the process.

Thank you,

K***** A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Customer Answer
Date: 03/15/2025
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.

Regards,

***** **********
Customer Answer
Date: 03/15/2025
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.

Regards,

***** **********
Initial Complaint
Date:01/28/2025
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.
I have never been able to get in contact with world pay. They have put my business on match list as a high risk budget despitenever having any issue with them when I call their number it goes to a line in India and they refuse to speak with me it looks like most of their headquarters the ****** *******. I can’t get a hold of anybody
Business Response
Date: 01/29/2025
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 MATCH (Merchant Alert to
Control High-Risk Merchants) list is a database maintained by ********** that
identifies merchants who have had their payment processing privileges revoked
due to various high-risk behaviors or violations of compliance standards. As
the Match list is owned by **********, Worldpay unfortunately does not have the
capability to add or remove a merchant from the list. Therefore, I kindly
advise that you reach out to ********** directly to inquire more information on
the best steps forward.

That said if you can please
provide the name of your business as well as the Merchant ID(s) for the account
or accounts in question I will be happy to see if I can find any notes on your
account that might be helpful. 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

Customer Answer
Date: 01/29/2025
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.

THIS Is not acceptable your employee RYAN B**** added us **** ******** ******** was placed on MATCH by Worldpay Pty Limited on 09/06/2024 for EXCESSIVE CHARGEBACKS.
You cannot state that you have never worked with us and you are not responsible. You are SOLELY responsible
I agree, I have not worked with you
So I am requesting that you IMMEDIATELY REMOVE us from the list as you admittedly have made an error and should not have added us. We will begin legal proceedings on Friday if this is not resolved.

Regards,

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

Business Response
Date: 01/31/2025
Good Afternoon,
Thank you for your reply. As we are now also corresponding with you out side of the BBB portal, due to your escalating to Worldpay Executive Leaders, to avoid confusion and prevent time wasted duplicating efforts, I will need you to please chose which pathway you prefer to continue forward with for correspondence.
If you choose to continue correspondence though the BBB that is absolutely fine but I will then cease correspondence through the Executive escalation so we can continue here.
Which ever is best for you is fine for me. Please let me know which you prefer.
Thank you,

Krista A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Initial Complaint
Date:01/06/2025
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.
The business allowed me to open an account with them only to circle around once I was invested monetarily in the product to deny me access to the gains that were to be obtained. They continuously asked for more information. Every time I complied, only for them to ask for more information. All the while they are charging me for an account I can no longer use.
Business Response
Date: 01/09/2025
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 received confirmation from Risk Leaders
that your account went into in review in September having been flagged for
review due to our being unable to validate the business. Risk and Fraud Leaders
confirmed that a Risk Analyst requested for you to please provide invoices for all
the transactions processed as well as the contracts from the hospitals/offices you
are providing services to, but they are yet to have receive all the information
they requested.

Unfortunately, until all the requested documents are
provided there is nothing that can be done regarding the hold on your account. Risk
leaders confirmed that as soon as you can provide the documents that have been requested,
they will be able to release the funds that are on hold. If you need further clarification
of support, I kindly request that you reach out to the Risk team directly 800-667-9624,
and they will be happy to assist you.

Please let me know if you have any questions.

Thank you,

K***** A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Initial Complaint
Date:01/02/2025
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.
Our bank alerted us to an unrecognized ACH payment attempt. The payment was blocked, and we began receiving emails requesting a payment due. After calling the company number on the emails and spending more than an hour on the phone being transferred numerous times they said it was a payment for credit card processing fees for a business (ReStore) that was operated by our organization, (******* *********** ******* *** ********) that was closed in April of 2022. The store has not processed any credit card transactions since closing, and all accounts were closed in 2022. They claim that they have an active contract. However, they will not provide a copy of said contract and no services have been provided since the business has not been in operation and has not processed any credit card payments since its closing.
I have requested by email and phone for them to provide a copy of said contract but they have yet to do so.
Business Response
Date: 01/02/2025
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 am hoping you can please provide additional information. I
appreciate your forwarding a copy of the letter you received, but the federal tax
ID is truncated so I am unable to run a search. As there are multiple accounts,
I do need a little more assistance to identify the account in question. If you
can please provide the federal Tax ID, the Merchant ID number for the account
in question as well as the address for that location that would be helpful.
Once I can locate the account, I will be happy to see how I
can assist. Any additional information you can provide is helpful. I will be
standing by, and I will look forward to hearing from you.

Thank you,

Krista A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Initial Complaint
Date:12/26/2024
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.
I was using Worldpay for my used car dealership. The first transaction was a potential sell to my husband. We needed paperwork to show that he was buying a vehicle so he wanted to use his credit card. Worldpay shut down the account, they said that it was a violation of their policy which I understand but they still charged the card and are holding the money. We did not go through with the sell because they were holding the money. So my husband did not get the vehicle he was purchasing from my business and my business missed out on a sell. I have asked on multiple occasions for this money to be refunded. I was told that I would have to initiate the refund. I cannot initiate the refund because my account was terminated. I then spoke to Ytika C******* from the fraud department on the phone she told me if my husband would file a dispute with his credit card this money would be returned to the card. He filed the dispute, the credit card company sent the dispute and Worldpay responded and said they didn’t owe him a credit.
Business Response
Date: 12/26/2024
Good Afternoon *****,

Seasons Greetings. 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.

If you can please provide the business name and Merchant ID
number(s) for the account(s) in question as well as any documentation, including email correspondence
you would have received from the Fraud Department, I will be very happy to
investigate further to see how I can assist.

Any additional information you can provide is greatly appreciated.
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

Customer Answer
Date: 12/26/2024
Better Business Bureau:

They are requesting more information. I don’t know how else to provide it to them so I am putting it here. The merchant ID # is *************/********* *********** ***. I attached all email communication in my first complaint.

Regards,

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

Business Response
Date: 01/06/2025
Good Afternoon *****,

Thank you for the additional information, I apologize for my
overlooking the attachment you provided previously. Unfortunately, I realized there was an attachment
included after I had already sent my response requesting more information, so I
had to await your response.

Due to the secure nature of this account, I am only allowed
to discuss specific details of the account with the owner of the business. As
you are not listed on the account, I am sure you can understand that I can only
provide general information.

If a merchant is flagged for fraud and risk, and their funds
are placed on hold, unfortunately there is nothing that can be done until the
hold is over. Please note that a chargeback can be filed for up to 180 days.
This means that generally risk holds can only be released after the
180-chargeback period is over.

For specific information regarding the details of this
account, and to confirm if the funds are indeed on a risk hold the owner will
need to call our Risk and Fraud department directly. They should be able to
confirm and advise him of the next best steps. The owner can contact the Risk
and Fraud department at ###-###-####or email them at ***************************

I hope this is helpful. Please let me know if you have any
questions.

Thank you,

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

Customer Answer
Date: 01/07/2025
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 am the owner of the merchant account. I was told that if a dispute was filed by my customer you would return the money. The customer filed a dispute, the money was not returned to them. Please reach out to me at ###-###-#### or by email at *********************************.

Regards,

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

Business Response
Date: 01/09/2025
Good Afternoon *****,

Thank you for the reply. Please
accept my apology for any confusion, but as the merchant agreement was signed
by someone else other than you, that individual is who is listed as the owner
on our side. Due to the secure nature of the account, they are who would need
to call into the Risk Department at the number I provided in my previous email
if they are needing further support.

Please note that once a Merchant
has engaged the Better Business Bureau with a complaint, all correspondence from
the US Complaints Team must take place solely through the BBB portal. I am sure
you can understand that these operating procedures are in place for tracking
and transparency for all parties. As I provided you with all the information I
can in my previous correspondence regarding risk holds and the 180-day timeline
for chargeback, if any further assistance is needed regarding this matter, I
kindly advise the person who is listed as the owner on this account contact the
Risk Department directly.

Thank you again for the
opportunity to review and address your concerns. I am sorry I cannot provide
any further assistance to you in this matter, I hope you have a wonderful day.

Thank you,

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

Customer Answer
Date: 01/13/2025
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.

There should not be anyone else’s name listed as I am the only owner of ********* *********** *** ********* ****** *** *****. There are more issues as this customer did file a dispute and guess what it was pulled from my bank account by Worldpay. The account that you all never credited the money to. So what now? That is stealing. You have stolen my money. Not just $9000 now but $18,000. You stated it was being held for charge back purposes but now that there is a charge back you are taking it from my bank account. Please tell me how this works? Feel free to escalate this to your boss. I will not take this complaint down. I will hire a lawyer if necessary. You all now owe my customer $400 more dollars for interest incurred on his account because you would not refund his money.

Regards,

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

Business Response
Date: 01/15/2025
Good Afternoon *****,
I apologize for any confusion, unfortunately there is another
person’s name listed as the owner on this account, and they are who sighed the
Merchant agreement. Usually in situations like this I have found that it may be
an affiliated family member or spouse who signed. Although I do understand that
this can cause confusion, due to the secure nature of the account they are who
will need to be the ones to call in regarding matters that require providing
sensitive information.

Regarding chargebacks and risk holds, I am sure you can
understand that regardless of whether a merchant may or may not have a risk
hold on their account, as per the signed Merchant Agreement chargebacks are a merchant’s
responsibility. However, when an account is flagged for risk and fraud and the
account is placed on a risk hold it will remain on hold for 180. This allows
enough time for any possible chargebacks to have the opportunity to clear the
account. Once the 180 days is up, as long as any chargebacks that were filed
within that time have successfully cleared the account, the reserved funds will
then be released.

The risk hold provides insurance that all chargebacks are
covered by the end of the hold period. If for any reason the attempt to debit
the merchant account for a chargeback is unsuccessful, the held funds would
then be used to recover the loss accrued the from any chargebacks that may have
been rejected at the end of the hold time. As long as a merchant has been accountable
and has paid for any and all of the chargebacks that they have lost during the
hold period, the held funds will be released back to the merchant after the 180
days is up.

I hope this is helpful. As I shared before, as you are not listed on this account, I cannot provide
specific details regarding this account. I can only do my best to help you understand to the
process and procedures for all merchants. If you still are needing further clarification, I kindly asl once again to please have the owner listed on the account reach out directly to the Risk
department at the number I provided previously, and they will be happy to
assist.
Thank you,

Krista A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Initial Complaint
Date:12/04/2024
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.
We used world pay for our credit card processing claims. As suggested by our bank. They all went through fine until we did a big auto repair job and the United States **** ****** payed us with a credit card the same one we always use. It was over $6880. We received an email that they were going to cancel us and keep the money at least 180 days? This is crazy. They said it was flagged as fraud. This was from the ********* **. *****l service it certainly was not fraud. We only used the company for a month before they kept our payment. Is there anything we can do to get our money? It was a **** ****** credit card that we used. The same one we used for other jobs that went through fine. They should not be allowed to hold money that the United States **** ****** payed out.
Business Response
Date: 12/09/2024
Good Afternoon *******,

I hope you had a wonderful weekend. 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.

After investigating into this matter, it was confirmed that
unfortunately your account was found to be outside of risk tolerance due to
split transactions and lack of financial verification to support in case of
chargebacks. As chargebacks can be filed up to 180 days from the original sale,
your funds will be held until that window of opportunity for a chargeback to be
filed has closed. As the last date of processing was November 15, you will need
to please contact the Risk department ************ in 180 days from that date
to confirm the bank account on file is still active so that they can release
your funds at that time.

I hope this information is helpful. Please let me know if
you have any further questions.

Thank you,

K***** A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Initial Complaint
Date:12/03/2024
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.
I closed my merchant account with Worldpay on Oct 7. I am still being charged the monthly fee. In addition, I've called the customer service number and there is either no answer, or I'm placed on hold, hung up on, or no one returns. I've read online that this is common with Worldpay after a merchant closes an account. I used WP for years for my small business. I'm a Licensed Professional Mental Health Counselor. I closed my account on Oct 7, 2024 with effective date of 9/20/24. I was told it could take 30 days so when I was charged the monthly fee of $4.77 in Nov, I didn't think anything of it, but I've been charged again in Dec. I've had to pay my bank $35 to stop future payments and can't reach anyone at the company via phone or email. The emails are bounced back to me. I want a refund and reassurance that they will not be attempting withdrawals in the future. I haven't used their service since Sept 2024. I've included my Merchant ID in the "account number" section of this form.
Business Response
Date: 12/04/2024
Good Afternoon ********,

Thank you for reaching out through the Better Business Bureau
regarding your Worldpay processing account. We apologize for any inconvenience
you’ve experienced and appreciate the opportunity to review and address your
concerns.

Upon review of your account I verified there are two accounts in our system under your Fed Tax
ID. The account closed form that you provided related to *************** was
closed in October as requested. I did locate a second account that is still
open and active. This account last processed in September 2024. The last case
on file in the active account was from back in April when you called to request
that we update your legal address on file.

As the active account which was opened 08/09/2022 does have
a different Merchant ID number than the one you listed in the account close
form that account was not included in the account close request. If you are
needing this other account closed, I am happy to help, but I will need you to kindly please verify the MID for that account as is shown on your monthly merchant
billing statement.

I appreciate or assistance and will be standing by to hear
back from you.

Thank you,

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

Customer Answer
Date: 12/05/2024
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 was reassured that all business and accounts associated with my tax ID had been closed. I also have no idea why I would have multiple merchant IDs as I've always had only one tax ID and Business Name. I attempted for 4 hours to reach Worldpay on 12/4 at the following numbers:
###-###-####
###-###-####
###-###-####
###-###-####
###-###-####.
The only person I could reach was sales, who gave me one of the above numbers. Not one number worked, all put me on silent hold, then disconnected. I finally located a fax number and faxed a letter. When closing my account, no one mentioned to me an additional merchant ID. This company seems intentionally vague and is impossible to reach...unless you're purchasing through sales. I had to call my bank and pay a fee to have payments to Worldpay stopped. That is all ridiculous. I am reporting them because I want this noted, published, and documented. I have resolved the issue myself through my bank.

Regards,

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

Business Response
Date: 12/09/2024
Good Afternoon ********

Thank you for your reply. Apologize from any
misunderstanding regarding your merchant account closure. I am sure you can
understand that unless a Merchant ID (MID) number is specifically listed on the
account close request, the Account Close Team would not be permitted to take
action to close it. In order to prevent taking down a merchant processing in
active accounts, only the MID’s specifically listed would be cleared for
closure.

Please find attached your Welcome Letter (dated Tuesday,
August 9, 2022 ) and your Dealer Setup Letter that was sent to you when this account
was opened. Please note that these credentials were used to reprogram your point-of-sale
system for processing using MID number ************* which as we previously established
was not included on your account closed request. This merchant number is what
was programmed into your point-of-sale system and is the account that all of
your batch settlements had processed to, and all of your deposits were
associated with up to your last day of processing. I verified the last deposit associated
with processing to this account was 09/14/2024. Please see the attached settlement
from September showing the batche4s processed in September 2024 for *** *************.

That said, to prevent
any future billing, I engaged the Account Closed Team and asked that
they closed this account out right away. I received confirmation that account was
closed as of 12/06/2024. The final billing you received for November
should be the last. Please keep in mind that although the account is now
closed, any equipment (terminal, pin pad, Datacap equipment etc.) that has been
issued to you on a rental/temporary basis by Worldpay IP must be returned as
soon as possible to avoid financial Liability. To verify if your equipment
falls into this category please e-mail: with the serial number of devices and
your merchant ID number to: [email protected]

I hope this is helpful. I appreciate the opportunity I
have had to review and address your concerns. Please
let me know if I can be of further assistance.

Thank you,

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

Customer Answer
Date: 12/10/2024
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, although I think it's ridiculous that these measures had to be taken. If anyone would have answered my call or transferred me the day I spent 4 hours trying to reach someone at WorldPay, this could have been resolved easily. And I don't have any equipment.

Regards,

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

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