Business Profile

Credit Card Equipment

Worldpay

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Card Equipment.

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.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:11/26/2024
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.
Since starting with Worldpay in September 2020, we’ve faced the following issues:

Unnotified Token Storage Fees: Our agreement specified a $15 monthly fee and $0.10 per token generated, but we were charged an extra $0.10 monthly per token for storage—undisclosed in the contract. These hidden fees have exceeded $50,000, with alternative processors offering tokens at no cost for generation or storage.

Transparency Issues and Expired Token Charges: Statements lack detail, preventing us from tracking token volumes or costs. Around one-third of our 21,000 tokens (7,000) represent expired cards, yet we are charged for their storage. Charges are presented as a single line item without a breakdown or details like acquisition or expiration dates.

Unauthorized Add-On Services: We were billed for services not requested. Despite Worldpay agreeing to refund a year’s worth of these charges, no credit has been issued. The opt-out process for such services is unreasonable and predatory.

Insufficient Token Management Options: Worldpay lacks an API for token removal, forcing us to retain and pay for outdated tokens unnecessarily.

Unnotified Rate Increases: Processing rates have been raised multiple times without notice or justification, exceeding our budget and violating standard practices.
Business Response
Date: 11/26/2024
Good Afternoon *******,

Thank you for reaching out through the Better Business
Bureau (BBB) regarding your former merchant processing accounts with Worldpay.
We apologize for any inconvenience you have experienced and appreciate the
opportunity to review and address your concerns. I will be researching into
each of the matters at hand.

Although I will do my best to provide the details of my
findings as soon as possible, I appreciate your patience with any lag that may
be experienced due to the observance of the upcoming holiday, as well as the
time it will take to read overall the information for both merchant accounts. That said I am hoping you can please provide a
little more information in the meantime.

If you can kindly provide a list of the charges, you were
told you would be getting the one year reimbursement for, as well as any correspondence
or documentation may have to support that arrangement that would be very
helpful. If it was a phone conversation, if you can please provide the details
of the call, including the number you would have called from, the date(s) and
the name(s) of the individual you spoke with and what was said during the call
that would be great.

Once again, I appreciate your patience, and I will look forward
to hearing back from you with any documentation and or additional details you
may have.

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.

Thank you for your response. I appreciate the opportunity to address this matter further. However, I want to clarify that my complaint pertains directly to the terms and disclosures in the contract I signed with Worldpay, and Worldpay statements which are already in your possession. Specifically:

Token Storage Fees:
1. There is no mention of fees for token monthly storage anywhere on the front page of the contract.
2. These fees ended up being the single largest cost on my monthly statements, yet they were not included in the summary of major charges or adequately disclosed in the contract.
3. Furthermore, the token storage fees were not transparently itemized on the monthly statements, making it even more difficult to identify and address these charges. There is no breakdown of new tokens, stored tokens, expired tokens, etc.
4. No statements or reports were issued regarding the status of tokens

Add-On Services:
1. The contract does not indicate that I would be automatically enrolled in add-on services.
2. It is unreasonable to expect that I, as the customer, should have proactively opted out of services I was not clearly made aware of in advance or did not expressly consent to.

Given that these discrepancies are evident in the contract and statements already in your records, I believe it should not be necessary for me to provide additional copies of documents that are already in your possession. My concerns stem directly from the contract terms and the lack of transparency in the associated charges.

Regards,

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

Business Response
Date: 12/06/2024
Good Afternoon *******,

Thank you for your reply. I hope you had a wonderful week. Once
again, we apologize for any inconvenience you have experienced and appreciate
the opportunity to review and address your concerns.

Regarding additional fees- It is important for Worldpay to
have this transparency, and our merchants are encouraged to read the bottom of
the billing statement after each billing cycle so they can be made aware of any
unexpected fees my encounter in the month or months to follow. That said, I
verified all of the charges on the statement that you highlighted and have
address each below as follows:

**FraudSight:
This is value added service to help protect merchants from fraudulent
activity on their account. I have attached a screen shot from the Statement Messaging
from your July 2022 monthly billing statement where you received messaging regarding
fraud sight and were instructed on how to opt out of the service if you did not
want to participate.

**Transaction Risk Fee.
This is not a service that a merchant would sign up for this
is a fee that is assessed based on the risk of a traction:

The Transaction Risk Fee (TRF)
is pricing for an unqualified surcharge that previously was in the interchange
section of your bill. This TRF assesses the risk of a traction and is not a new
fee, additionally this is outlined in your Terms and Conditions (T&Cs
Section 5.B.). The fee has been moved from the other fees section and was
converted to TRF and is broken out by card type including applicable volume.
While I understand the format of the pricing did change, the fees are based on
processing activity and are not subject to a refund. I hope this has helpful in
explaining the billing structure. To help work towards a resolution I would
like to offer the 60-day refund in addition to refunding the Early Termination
Fee in the amount of $375.

Terms and Conditions Section
5.B.
In the event that Card transactions
submitted to Vendor for processing only partially qualify or do not at all
qualify for the qualified discount rate quoted in accordance with the Merchant
Application and/or the Operating Regulations, Merchant may be assessed and
agrees to pay an additional Mid-Qualified Exception Fee or Non-Qualified
Exception Fee if set forth on the Application.

**PCI Non Validation fee:
The operating regulations of all the major credit card
brands, as well as your merchant agreement, require that you comply with the
PCI DSS at all times. I verified in the SaferPayments Portal that in the
previous 12 months prior to your account closure SaferPayments emailed you regarding
your compliance status every 3 months for a total of 5 times letting you know
that you were not compliant, provided contact information to help you get complaint,
and notes there could be fees associated with being out of compliance. I took
screen shots of the top portion of each email from your online portal, showing
the date of contact and the request for you to take steps to bring your account
into compliance.

I appreciate the opportunity to reach these for your and I
hope the information and the attachments provided are helpful.

Regarding the reimbursement you mentioned, in my previous
email I had requested for you to please provide a list of the fees you were
told would be receiving a years’ worth of reimbursements for well as any email correspondence
or documentation may have to support that arrangement, but I did not see you
had provided this information quite yet. As I explained before, if it was a
phone conversation, if you can please provide the details of the call,
including the number you would have called from, the date(s) and the name(s) of
the individual you spoke with and what was said during the call that would be
great. If you can please provide this documentation right away that would be
very helpful.

I am researching on who can help provide the details regarding
your token fees and will provide the details regarding my findings as soon as I
have more information. If you can please provide the additional information that
I have requested in the meantime so that I can take appropriate action to assist
you according to the documentation you are able to provide that would be helpful.

I will be standing buy 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: 12/11/2024
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 am writing to formally contest your response regarding the billing practices and fees associated with my merchant account. While I appreciate your attempt to explain the charges, your reply underscores systemic practices that are both unfair and potentially non-compliant with consumer protection standards, particularly in *** ****.

FraudSight and Other "Opt-Out" Services
Your explanation regarding the FraudSight fee, as well as similar charges like review monitoring, highlights a troubling policy of requiring merchants to "opt out" of services they did not request or explicitly agree to.
Lack of Consent: Adding new fees and services without direct, clear, and proactive consent from the merchant is not a fair business practice and may violate state laws.
No Tangible Benefit: Despite being charged for FraudSight and other services, we received no demonstrable value or protection from these fees.
PCI Non-Validation Fee
While you stated that we were non-compliant, the reality is that we made attempts to validate our account but were met with significant challenges. The process was unclear, and there was no one available to effectively assist us. This lack of support made compliance unnecessarily difficult and resulted in fees that were both frustrating and unwarranted.
Token Fees
This remains the most egregious issue. Over the course of our relationship, we were erroneously charged over $60,000 in token fees. Despite this substantial overcharge, your response has failed to provide any substantive resolution or accountability. This excessive fee was applied without our understanding or agreement, further exacerbating our concerns about your billing practices.

Regards,

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

Business Response
Date: 12/17/2024
Good Morning *******,
Thank you for your reply. I apologize for any confusion. It is
our standard business practice to provide clear concise, advanced messaging regarding
any important account related information. This ensures that if a merchant does
not wish to participate in any value-added services, they have plenty of time
to opt out. As I am sure you can agree, this is just as we did in the case of Fraudsight.
Please
note that as per the Merchant Terms and Conditions it is a Merchant
responsibility to reconcile daily, and to let us know within 30 days of any billing
cycle if there are any questions regarding their billing so we can assist. Although
you were message about Fraudsight in clear concise advanced messaging back in
July 2022 and told to please call the number at the top of the statement to opt
out, I do not see there was ever any kind of contact regarding any of your fees
or billing until September 2024. Had you reached out to us to inquire about Fraudsight
at any time in the two years you were being billed we would have been happy to
assist you with deactivating that service on your account at that time.

Please
see the excerpt below taken from Merchant Terms and Condition section 5D:

*****5. Your Responsibilities.

*****D. You agree to balance and reconcile
the Designated Account and the Reserve Account each day. You shall immediately
notify us of any missing or improperly deposited funds. Additionally, you agree
to review our (or our agents’) reports (including those made available online),
notices, and invoices. You agree to accept any report, notice, invoice, service
deficiency, or billing or payment error if you fail to reject or dispute it in
writing within 30 days of the date we made it available to you. We may make our
reports, notices and invoices available to you in accordance with our standard
processes, which are subject to change. For 60 days following our receipt of
your written notice of an error or deficiency, you agree to refrain from making
any loss or expense claims against us so that we have time to investigate the
situation. If you notify us that a Card transaction batch has not processed, we
may, at our option, attempt to re-present the missing Card batches dated during
the 90 day-period preceding the date we received your notice. We have no
obligation to correct any errors that flow from your failure to comply with the
duties and obligations in this paragraph.

Regarding SaferPayments, as I confirmed in my previous correspondence, there were
multiple attempts made by SaferPayments to reach out to you. Every time they provided
contact information in case you needed additional support. Although I apologize
for any difficulty you may have had, I do not see any record throughout the
past 24 months that anyone reached out to us here at Worldpay to let us know
you needed any additional support either. Although PCI compliance is a merchant
responsibility, if a merchant lets us know they are experiencing some
difficulty we are always happy to try to help a merchant get in contact with someone
in SaferPayments Support to assist them.

Lastly, I received confirmation from Loyalty leaders that they have been in
direct contact with you. They ensured that they explained to you in detail how
PASS pricing works and showed you where the information is disclosed on the
original contract in *****dum A. regarding token storage fees. They also verified
that although there have been years with no calls in to support from you with any
inquiries regarding your billing, and although the fees are valid, they did decide
to go ahead and refund you for two months of billing as a service gesture. I
was happy to hear they extended that gesture and that they provided you with
the terms and conditions of your agreement.

I appreciate
the opportunity I have had to review and address your concerns. 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: 12/17/2024
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.

Your response, it fails to address the fundamental issues with Worldpay’s deceptive and predatory business practices. Below, I respond to each of your claims with additional legal considerations under *** **** State law.

1. Regarding Fraudsight Fees
Enrolling merchants in Fraudsight without affirmative consent is not only unethical but also violates key consumer protection statutes:
*** **** General Business Law § 349 (Deceptive Acts and Practices):
This law prohibits deceptive acts and practices in the conduct of business, trade, or commerce. Enrolling merchants into “value-added” services without affirmative consent is deceptive, especially when notifications are buried in fine print or obscure communications.
*** **** General Obligations Law § 5-903 (Automatic Renewals):
Automatic renewal clauses are unenforceable unless the merchant receives clear and conspicuous notice of the renewal terms, including any additional fees. Failing to obtain affirmative consent for Fraudsight violates this statute.
Worldpay’s practice of default enrollment coupled with the expectation that silence equates to consent is a clear violation of these laws.

2. SaferPayments and PCI Compliance
Worldpay’s handling of PCI compliance fees also falls afoul of *** **** consumer protection laws:
*** **** General Business Law § 350 (False Advertising):
Billing practices that are intentionally misleading—such as imposing compliance fees without proper notice and support—constitute false advertising. Your reference to vague outreach efforts does not satisfy the requirement of clear disclosure.
Implied Covenant of Good Faith and Fair Dealing:
Under *** **** contract law, every agreement includes an implied covenant of good faith and fair dealing. Worldpay’s failure to provide accessible support while charging recurring compliance fees undermines the spirit of any merchant agreement.
You cannot place the entire burden on merchants while knowingly making the process confusing and inaccessible.

3. Token Storage Fees and PASS Pricing
Worldpay’s approach to billing token fees as a single, consolidated line item is a textbook example of unconscionable and deceptive practices:
*** **** Uniform Commercial Code § 2-302 (Unconscionability):
If a contract or provision is found to be unconscionable—meaning it is one-sided or oppressive—it can be deemed unenforceable. Bundling token fees without transparency about new tokens, stored tokens, or expired tokens is intentionally confusing and unjust.
*** **** General Business Law § 349 and § 350:
Combining these charges into a single line item prevents merchants from understanding and disputing individual components. This obfuscation violates the requirement for fair and honest business practices.
Additionally, while you reference Loyalty Leaders providing an explanation, this retroactive justification fails to remedy the original failure to disclose these fees at the time of contracting. Further, these storage fees were NOT disclosed on the key fee summary page of the contract. Failure to disclose the fee that compounds monthly and soon becomes the largest line item on a merchant statement clearly an effort to intentionally hide this unconscionable business practice.

4. Misleading Statements and Predatory Practices
Your reliance on Merchant Terms and Conditions and the assertion that merchants must reconcile daily is unreasonable given Worldpay’s intentional obfuscation:
*** **** General Business Law § 396-i (Prohibited Unfair Billing Practices):
This law prohibits any billing that is unfair, deceptive, or misleading. By designing billing statements to confuse and conceal critical fee details, Worldpay breaches this provision.
Federal Truth in Billing Requirements:
While not specific to *** ****, the FCC’s Truth-in-Billing Rules require that billing statements be clear, accurate, and not misleading. Combining charges into ambiguous line items violates the principle of transparency.
Worldpay’s business model intentionally preys on the trust merchants place in financial service providers, relying on their inability to identify deceptive charges hidden within complex statements.

Summary of Violations
To summarize, Worldpay’s practices likely violate the following statutes and principles:
** General Business Law § 349 – Deceptive business practices.
** General Business Law § 350 – False advertising.
** General Obligations Law § 5-903 – Invalid automatic renewals without explicit notice.
** Uniform Commercial Code § 2-302 – Unconscionable contract terms.
** General Business Law § 396-i – Unfair billing practices.

Your partial refund for two months’ fees was not accepted as a settlement and does not adequately address the harm caused. I reiterate my request for the following:
A full refund of all Fraudsight, SaferPayments, and Token Storage fees billed.

Regards,

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

Business Response
Date: 12/19/2024
Good Afternoon *******,

Thank you for your reply. You have been provided with all
the documentation showing the Terms and Conditions of your Merchant Agreement, as well as
the billing statements showing the advanced messaging. Although I understand
you are unhappy with the answer I provided, as we have determined that all off the
fees are valid, unfortunately your request for reimbursement had been denied.

As I shared previously, as stated clearly and concisely in the Terms and Conditions, that it is a Merchant responsibility to reconcile daily. If at any time during the
life of your account, you had reconciled, and had questions regarding your billing you could have called
in to Support to get assistance. We
value our Merchants and are here to offer support 24 hours a day 7 days
a week.

Once again, there were no calls regarding these issues throughout
the entire life of your account until September 2024. Although I am unable to speak to *** **** law,
I can confirm that all of the billing in question is legally within the scope of the Terms and Conditions
of your Merchant Agreement. That said, if you need to have your legal advisors,
get further clarification the Legal Team accepts all legal request via U.S.
Mail at the address provided below:

Worldpay
Attention: Legal
8500 Governors Hill Drive
Cincinnati,

Once again although I understand you may not be happy with
my answers, I hope the information I provided is helpful.

Thank you,

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

Customer Answer
Date: 12/20/2024
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.

Thank you for your response. Unfortunately, I must reiterate that I do not accept your explanation, as it fails to adequately address all of my complaints and concerns. Specifically:
Omission of Monthly Storage Fees on the Contract Face Sheet:
The contract’s face sheet, which highlights key fees, does not include the monthly storage fees. This omission is material and misleading, as such fees are critical for merchants to make informed decisions. Why was this fee excluded from the key terms section? I request an explanation for this omission.
Lack of Detailed Token Information in Monthly Statements:
The monthly statements do not provide detailed information about tokens. Instead, token data is bundled, and there is no clear breakdown or issuance of statements regarding token usage or charges. Why were these details not provided in a transparent manner? Why were token-related fees not included in the monthly statements? This lack of transparency raises significant concerns.
Reliance on Fine Print:
Your reliance on fine print in the Terms and Conditions as justification for these omissions is unacceptable. Material terms and fees should be prominently disclosed, not buried in complex legal language. How does your company justify hiding such critical information? This approach seems designed to obscure essential details, leading to confusion and mistrust.
I am requesting a clear, detailed, and satisfactory response to the above points, rather than a generalized reference to the Terms and Conditions. Failure to address these issues transparently only reinforces the perception that these practices are deceptive and unfair to consumers.
I look forward to your timely response.

Regards,

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

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

I hope you had happy Holidays. While I was awaiting our
reply, I received confirmation that although all the billing was legally within
the scope of the Terms and Conditions of your Merchant Agreement, as an
additional service gesture on top of the 60 days of token reimbursements, you
were also previously reimbursed for 12 months of fees for Review Trackers and
12 months of fees for Fraudsight.

Due to the large amount of information regarding tokens, separate
space is provided in *****dum A. If a merchant has any questions regarding
tokenization, fees, or requires support of any kind we have customer service
available 24 hours a day 7 days a week to assist. Once again there were no
calls regarding these fees or inquires about your billing throughout the entire life of your account until
September 2024, right before the account was closed. If at any time during the life of your account, you had
questions regarding your token storage fees or any billing and you had called us you would have received ample support.

Although all of the fees are valid and no further reimbursements
will be made, if upon review of your Merchant Agreement and *****dum A your
legal advisors need any further clarification, you are welcome to kindly have
them reach out to our legal team at the address I shared previously.

Best wishes, please let me know if you have any further
questions.

Thank you,

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

Business Response
Date: 01/14/2025
Good Afternoon *****,

Thank you for your patience. I apologize for the delay in my
response. Due to confusion on my part, I thought I was still waiting to hear
back from the merchant. I forwarded your responses to our Loyalty Leaders; they
confirmed that as both they and I have already done our best to provide
explanations to these questions it would best for Legal to provide further
clarification.( please note internal email addresses have been truncated)
Here is the email they provided:
--------------- Forwarded Message ---------------
***** ******* ******* *********************************
Sent: 1/14/2025, 2:43 PM
To* ************************ ****************************
Cc: ******************* ***********************
Subject: RE: **PLEASE RUSH***OPS COMPLINTS Escalation LTION **Better Business
Bureau ******* *********** *************

Krista,

I believe that Alicia has already responded to these similar complaints from
****, but I will share them again for you below so that you can share it with
BBB.

Omission of Monthly Storage Fees on the Contract Face Sheet:

The TransForm Token PAI in Excess of PAI Maximum Additional Fee (“Additional
Fee”) that is referred to is clearly stated on the Merchant Application, which
is attached. Even if there was confusion within the Merchant Application
itself, *****dum A of the Merchant Application should clarify how the
Additional Fee will be charged. The $0.10 monthly fee per token is clearly
stated on Page 1 of the Price and Equipment Schedule of the Merchant
Application. See the below screenshots. If there was any confusion on this
Additional Fee, the Merchant should have checked footnote #4, which indicated
that Section 2 of *****dum A has additional pricing, terms, and information:
************************************

[***********************************

*****dum A of the Merchant Application states that this is a monthly fee within
Section 2.c. It states that if the total PAIs/TokenIDs stored in any month for
a MID exceed the PAI Maximum, then Merchant will pay an additional fee for each
MID that fits that criteria. Nowhere in the Merchant Application does it say
that the Additional Fee is a one-time fee, so there should be no confusion:

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

Therefore, this Additional Fee should not be misleading as it is directly on
the face of the agreement that was signed and the Additional Fee was
sufficiently explained throughout.

Lack of Detailed Token Information in Monthly Statements:
The Monthly Statements do provide a breakdown of the charges for the Additional
Fee. The August 2024 Monthly Statement is attached and I have provided a
screenshot below as an example. It clearly states the total amount of MIDs that
were charged the $0.10 Additional Fee, which as explained above means that its
PAIs/TokenIDs exceeded the PAI Maximum in the month. That amount was 20,668 in
the month of August 2024:

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

Therefore, the Additional Fee was clearly listed on the Monthly Statement and
not hidden in any way.

Reliance on Fine Print:

As explained above, the Additional Fee was prominently displayed on Page 1 of
the Price and Equipment Schedule of the Merchant Application, as well as
further explained in Section 2 of *****dum A. Worldpay’s Merchant Application
is designed to be more user friendly for our Merchants. The pricing and fees
are prominently displayed in our Merchant Application before our *****dum A as
these are different for each Merchant and are usually the most important terms
of the agreement for our Merchants. While we do point to *****dum A within the
Price and Equipment Schedule, that is intended to keep the Schedule short and
to the point. It is not meant to cause confusion as if the Merchant needs to
further understand how we charge fees and how Worldpay’s pricing works, they
can reference the additional terms and conditions under *****dum A. Before
signing the Merchant Application, Merchants have a duty to read and understand
the agreement they are signing. If anything within the agreement was unclear,
the Merchant should have asked us for an explanation or chosen to revise the
terms. Since that did not happen in this situation, the parties are bound to
the terms that are found on the face of the fully executed agreement.

Regards,

Mike M*****
Corporate Counsel II
Cincinnati, OH

Please find attached the images provided by Legal as well as
supporting documentation. Please let me know if you have any further
questions.

Thank you,

Krista A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Customer Answer
Date: 01/19/2025
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.

Thank you for your detailed response. In the interest of avoiding repetitive discussions, I would like to focus on a few key points where we can establish common ground and seek clarity to resolve this matter more effectively.

1. Cover Sheet Details:
Can we agree that while the cover sheet summarizes key charges, it mentions a monthly fee for tokens and a $0.10 fee per token but does not specify that the $0.10 fee per token is charged monthly? As highlighted in the attachment labeled "Cover Sheet Detail," the monthly fee is explicitly labeled as such, but the token fee lacks this designation on the cover sheet.

2. Monthly Statement Details:
Can we agree that the monthly statement lists token fees as a single line item without breaking down the details? Specifically, it does not indicate how many tokens are newly created versus stored from previous months. Furthermore, it does not differentiate between valid tokens and expired ones. Please see the attachment labeled "Sample Bill Excerpt" for reference.

3. Expired Tokens:
Can we agree on the following points regarding expired tokens:
a - Expired tokens were maintained in storage, and charges were incurred for them.
b - Worldpay made no attempts to notify us that we were paying for expired tokens.
c - It is Worldpay’s position that clients are responsible for proactively inquiring about expired tokens and requesting their removal.
d - Worldpay does not generate reports, provide notifications, or offer proactive assistance to clients regarding expired tokens or potential cost-saving opportunities by purging unnecessary data.

4. Value of Expired Tokens:
I would like clarification from Worldpay regarding the value provided to clients by storing and charging for tokens representing expired credit cards. Additionally, I would appreciate insight into Worldpay’s rationale for continuing to charge clients for expired tokens monthly, and how this practice aligns with providing value to customers.

I hope we can address these points constructively to reach a mutual understanding. I look forward to your response.

Regards,

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

Business Response
Date: 01/21/2025
Good Afternoon *******,

Please see the response and attachments provided by Legal.

--------------- Forwarded Message ---------------
From: ******* ******* *********************************
Sent: 1/14/2025, 2:43 PM
To: ************************ ****************************
Cc: ******************* ***********************
Subject: RE: **PLEASE RUSH***OPS COMPLINTS Escalation LTION **Better Business
Bureau ******* *********** *************

Krista,

I believe that Alicia has already responded to these similar complaints from
****, but I will share them again for you below so that you can share it with
BBB.

Omission of Monthly Storage Fees on the Contract Face Sheet:

The TransForm Token PAI in Excess of PAI Maximum Additional Fee (“Additional
Fee”) that is referred to is clearly stated on the Merchant Application, which
is attached. Even if there was confusion within the Merchant Application
itself, *****dum A of the Merchant Application should clarify how the
Additional Fee will be charged. The $0.10 monthly fee per token is clearly
stated on Page 1 of the Price and Equipment Schedule of the Merchant
Application. See the below screenshots. If there was any confusion on this
Additional Fee, the Merchant should have checked footnote #4, which indicated
that Section 2 of *****dum A has additional pricing, terms, and information:
************************************

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

*****dum A of the Merchant Application states that this is a monthly fee within
Section 2.c. It states that if the total PAIs/TokenIDs stored in any month for
a MID exceed the PAI Maximum, then Merchant will pay an additional fee for each
MID that fits that criteria. Nowhere in the Merchant Application does it say
that the Additional Fee is a one-time fee, so there should be no confusion:

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

Therefore, this Additional Fee should not be misleading as it is directly on
the face of the agreement that was signed and the Additional Fee was
sufficiently explained throughout.

Lack of Detailed Token Information in Monthly Statements:
The Monthly Statements do provide a breakdown of the charges for the Additional
Fee. The August 2024 Monthly Statement is attached and I have provided a
screenshot below as an example. It clearly states the total amount of MIDs that
were charged the $0.10 Additional Fee, which as explained above means that its
PAIs/TokenIDs exceeded the PAI Maximum in the month. That amount was 20,668 in
the month of August 2024:

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

Therefore, the Additional Fee was clearly listed on the Monthly Statement and
not hidden in any way.

Reliance on Fine Print:

As explained above, the Additional Fee was prominently displayed on Page 1 of
the Price and Equipment Schedule of the Merchant Application, as well as
further explained in Section 2 of *****dum A. Worldpay’s Merchant Application
is designed to be more user friendly for our Merchants. The pricing and fees
are prominently displayed in our Merchant Application before our *****dum A as
these are different for each Merchant and are usually the most important terms
of the agreement for our Merchants. While we do point to *****dum A within the
Price and Equipment Schedule, that is intended to keep the Schedule short and
to the point. It is not meant to cause confusion as if the Merchant needs to
further understand how we charge fees and how Worldpay’s pricing works, they
can reference the additional terms and conditions under *****dum A. Before
signing the Merchant Application, Merchants have a duty to read and understand
the agreement they are signing. If anything within the agreement was unclear,
the Merchant should have asked us for an explanation or chosen to revise the
terms. Since that did not happen in this situation, the parties are bound to
the terms that are found on the face of the fully executed agreement.

Regards,

Mike M*****
Corporate Counsel II
Cincinnati, OH

_____________________________

Please find attached the images provided by Legal as well as supporting
documentation. Please feel free to have your legal advisors review all of the
documentation that you have been provided. If they have any questions following
review, they are more than welcome to reach out to our Legal team directly.
The Legal team accepts all legal request via U.S. Mail
at the address provided below:

Worldpay
Attention: Legal
8500 Governors Hill Drive
Cincinnati, OH 45249

Thank you for the opportunity to review and address
your concerns.

Thank you,

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

Customer Answer
Date: 01/28/2025
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.

While the business has provided a general response, it is important to note that they have not specifically addressed the details, concerns, or evidence outlined in my prior correspondence. I have previously submitted detailed information, including screenshots, to substantiate my claims, yet these have not been acknowledged or directly addressed in their reply.

The lack of engagement with the specifics of my complaint comes across as evasive and uncooperative. I kindly request that the business reviews my earlier correspondence thoroughly, along with the supporting documentation I provided, and responds to the specific points raised.

I believe a fair resolution can only be reached if the business provides a detailed and substantive reply rather than generalized statements. I look forward to their response and appreciate your continued assistance in facilitating this process.

Regards,

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

Business Response
Date: 01/29/2025
Good Afternoon *******,

As your responses to the documentation and the replies from Legal
are solely based on how you believe Worldpay should operate and do not rely on facts
or language within the signed Merchant Agreement, we are opting not to participate
in any further opinion-based argument.

We have shown sufficient and ample evidence that we have acted in alignment with the
Agreement’s terms and conditions. The Merchant Agreement clearly states that “if
you disagree with any terms and conditions set forth in the agreement not do
not accept service or sign this application” it also states that you represent
that all the documents listed have been provided to you. Not only did you sign indicating that you agreed with the terms but never once during the entire life of your account to did you ask for support, or inquire about billing until you closed the account.
**Please find the attached
the images taken from the signature page of your Merchant Agreement.

We have done all we can do you for you regarding
this matter. Once again, please feel free to have your legal advisors review
all of the documentation that you have been provided. If they have any
questions following review, they are more than welcome to reach out to our
Legal team directly.

The Legal team accepts all legal request via U.S. Mail at the address
provided below:

Worldpay
Attention: Legal
8500 Governors Hill Drive
Cincinnati, OH 45249

Thank you for the opportunity to review and address your concerns.

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.

Once again, you have responded in a general manner without directly addressing my comments. For your convenience, I have included a copy of our correspondence, highlighting the specific points that remain unanswered in a meaningful way.

Thank you for your detailed response. In the interest of avoiding repetitive discussions, I would like to focus on a few key points where we can establish common ground and seek clarity to resolve this matter more effectively.

1. Cover Sheet Details:
Can we agree that while the cover sheet summarizes key charges, it mentions a monthly fee for tokens and a $0.10 fee per token but does not specify that the $0.10 fee per token is charged monthly? As highlighted in the attachment labeled "Cover Sheet Detail," the monthly fee is explicitly labeled as such, but the token fee lacks this designation on the cover sheet.

2. Monthly Statement Details:
Can we agree that the monthly statement lists token fees as a single line item without breaking down the details? Specifically, it does not indicate how many tokens are newly created versus stored from previous months. Furthermore, it does not differentiate between valid tokens and expired ones. Please see the attachment labeled "Sample Bill Excerpt" for reference.

3. Expired Tokens:
Can we agree on the following points regarding expired tokens:
a - Expired tokens were maintained in storage, and charges were incurred for them.
b - Worldpay made no attempts to notify us that we were paying for expired tokens.
c - It is Worldpay’s position that clients are responsible for proactively inquiring about expired tokens and requesting their removal.
d - Worldpay does not generate reports, provide notifications, or offer proactive assistance to clients regarding expired tokens or potential cost-saving opportunities by purging unnecessary data.

4. Value of Expired Tokens:
I would like clarification from Worldpay regarding the value provided to clients by storing and charging for tokens representing expired credit cards. Additionally, I would appreciate insight into Worldpay’s rationale for continuing to charge clients for expired tokens monthly, and how this practice aligns with providing value to customers.

I hope we can address these points constructively to reach a mutual understanding. I look forward to your response.

Regards,

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

Business Response
Date: 01/31/2025
Good Afternoon *******,
I apologize if there is confusion. As I shared previously, we
are not going back and forth anymore. We have provided ample documentation. We
have done all we can do you for you regarding this matter.

Once again, please feel free to have your legal advisors
review all of the documentation that you have been provided. I am certain that
they will agree that everything is within the legal boundaries of the signed Agreement,
Amendment A and the T&C.

That said, If they have any questions following
review, they are more than welcome to reach out to our Legal team directly. The Legal team accepts all legal request via U.S. Mail at the address
provided below:

Worldpay
Attention: Legal
8500 Governors Hill Drive
Cincinnati, OH 45249

Thank you for the opportunity to review and address your concerns
Thank you,

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

T: ###-###-#### Ext. 785082
E: ***************************

Customer Answer
Date: 02/03/2025
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.

You have not answered my questions, and you acknowledge that you do not intend to.
I do not accept that a a resolution to my concerns.

Regards,

******* *****
Initial Complaint
Date:11/11/2024
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.
Account closure was initiated on 10/18/2023 for 11/18/2023. Regular transactions continued through 11/18/2023 as the contract specifically requires otherwise an ETF of $495 would occur. Worldpay failed to actually close the account on 11/18/2023, which allowed the account to remain active. During this time we continued to be billed on average $119 in fees monthly. Worldpay stated that the account never closed out because there were still transactions that were processing in the account as of 11/18/2023.... Of course there was! Because Worldpay requires regular transactions through the cancellation date or they charge an ETF. Had they actually cancelled the account, transactions would have ceased to exist. Worldpay decided not to cancel our account nor notify us of this even though we completed the Account Closure Contract and signed it with a 30 days notice that we want the account closed. Worldpay is in breach of contract as they violated the contract terms without proper notification to us by keeping the account active and not following the closure contract. This resulted in approximately $1309 in fees that Worldpay has collected through their breach of contract.
Business Response
Date: 11/12/2024
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 can not provide any secure information on this account, as you are not listed as a contact on this account, I will do my best to assist you without providing sensitive information. Although the account close form
you attached does show and effective date of closure for *** ************* of
11/18/2023, the account Close Team is required to confirm no processing has
taken place for 10 days from effective date of closure before they can fulfill
the account close request. This ensures there is time for potential chargebacks
to clear the account. If the account close team sees that there is active
processing on an account, they must hold off on closure. In this case the account
never stopped processing.

The fees that you received were
due to the activity on the account, preventing the closure from occurring. I
verified continued processing in the account up until 10/18/2024. When the
account was closed 11/12/2024, I confirmed $4,943.31 in sales and -$ 720.98 in refunds
were processed after the effective date of closure that was listed on the form from November 2023 through
November 2024. Had the processing ceased in the account the account would have
been closed as directed 10 days after the effective date of closure. Unfortunately as
processing continued the account remained active. The last batch settled in
this account was on 10/25/24 for $79.95. I hope that this makes sense.

That said, while I was researching,
I verified there is a second account that is shown under the same Fed Tax ID
that was also actively processing up until October 2024, but that account is
still open. It looks like the last date of processing on that account was
10/14/2024. If you are needing this
account to be closed, you will need to please reach out to Support and request
closure. I would advise that you do not process
any further transactions in the account beyond the effective date, as they will
have to verify no processing for 10 days following the effective date for any
potential chargebacks before the account is closed.

I hope this is helpful. I am glad I
had the opportunity to assist, 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:11/04/2024
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.
See review by ***** *. submitted today for details. Use this MID to find our accounts: *************. We were wrongfully charged early termination fees of $495 on 14 accounts. Worldpay also continued to charge monthly fees on these accounts while we kept them open during a closure notice period per their request. Then they claimed we violated an exclusivity covenant when we started using an additional provided 2 years ago which was an affiliate company/grandfathered program. Rightfully, I should be paid for my time for the countless hours I had to call over the past 8 months. Most recent case # below
Business Response
Date: 11/06/2024
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.

As the Terms and Conditions of your merchant agreement do
specifically speak to the requirement of exclusivity, I am hoping you can
please provide more information. Your message said you started using an
additional provider two years ago which was an “affiliate company/grandfathered
program” I am not clear in what you mean by this. If you can please explain what
you meant by “affiliate company/grandfathered program” . If you can also please
explain why you kept this account open with us if you switched processors so
long ago if the account was no longer in use, that would be very helpful.

Any information or documentation you think would be helpful would
be 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: 11/06/2024
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.

Worldpay asked for details regarding the exclusivity they claim we broke when we started using a new POS software and payment provider called ******. They also asked for details on why we continued to use them after we moved to ******. I was not employed at the company during this time, but here is my understanding. ****** was previously just a software company for front end point of sale (POS) transactions for retail stores, namely in the entertainment and theme park space and did not do any payment processing. They used Worldpay as a 3rd party provider and payment processing servicer for ******** clients (including our company). There would have been an agreement between those two companies. At some point, ****** started working with another provider, *****, but still allowed their customers (us) to keep any existing, on-going/recurring payments from our customers on the Worldpay network through a grandfathered program. We have monthly memberships for our trampoline parks that are authorized to charge customers on a monthly basis. Since we were allowed into this grandfathered structure, we opted not to cancel all the existing memberships and contact every single customer individually, cancel their current lower priced membership and history, to get them to sign up for a new more expensive membership just because we changed merchant processors on the backend. Worldpay had visibility to all our transactions, would have seen the large and sudden dip from when we moved to ******/*****, and questioned us at that point if there was an issue. It would have been a 90% drop in transactions overnight as most of our customers pay per visit and only a handful were members at this time. Worldpay made no effort and never questioned the transactions. As our grandfathered memberships on Worldpay's payment gateways declined over time with natural attrition, we began to be charged more fees than we were getting in revenue in many of our accounts. Again, Worldpay said nothing and continued to let this go. When I was hired and started reviewing the relationship, I had to make several requests over months to get added to the accounts to see our own statements so that I could figure out for myself that our accounts were net negative. They never reached out to me. I called in dozens of times in these months to get resolutions with no emails or call backs and constant blocks put up by Worldpay at an attempt to keep me in the dark while they continued to charge fees. After I finally got access and requested closure, they told me to wait 60 days for notice or else I would be charged a termination fee of $495 for each account and again, said nothing about the exclusivity being an issue. I was charged more monthly fees while I waited for closures. Again, me following up dozens of times via phone calls and emails with little to no communication back on progress or reasons why things were not being closed. They purposefully set up a closure team beyond my reach. I only could call the customer retention team who told me they had no authority to help me and only the closure team handled it but never allowed me to speak to anyone on the closure team. Another road block to keep me in the dark. Whenever I ask questions on why it takes so long to get back to me and why no one emails me they ignore the question and just say the closure team did an audit and found something from two years ago that they must now charge cancellation fees. This is after months of charging other unecessary fees when all I wanted to do was close the accounts. They offered no solutions, no willingness to look into the ****** contract grandfathered details on their end, and no customer courtesy refund or waiving of fees for their horrible service, and no remorse for the hours and money stolen from me and our company. Please address all the other issues besides this exclusivity argument which was only brought to my attention at the very end of this whole mess. I do not have access to the contracts between Worldpay and ******. ****** told me it was a grandfathered program when I spoke to their head of payments. I also found this article on the ****** website addressing recurring memberships with Worldpay which proves that their is, or was at one time, and agreement between the two companies.

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

Regards,

***** *****

Business Response
Date: 11/12/2024
Good Afternoon *****,

I apologize for any misunderstanding. ****** Software offering
to migrate merchants using their POS Services to another processor, would not
have anything do with the processing agreement between Worldpay and our
merchants using ****** Software. We will continue to support our merchants with
Roller’s existing certification and will continue to honor our merchant agreements
and uphold our contractual responsibilities to our Merchants.

I confirmed that ****** Software does not have any agreement
that allows merchants to terminate their contract prematurely without early
termination fees. Therefore, any merchant looking to move away from
Worldpay must fulfill their agreement according to the terms and conditions of
their agreement. If a merchant is found to be in breach of contract, including
due to a violation of exclusivity then early termination fees would apply.

***Attached please find Merchant Terms and Conditions. Please
see page 1 Section 1A & 1B regarding Terms and Exclusivity as well as the
bottom of page 3 Section 7 B regarding Early Deconversion Fee and Liquidated
Damages***

Due to the secure nature of the account, I am sure you
understand that to view the reports you were requesting access to would require
security verification and updates to be made to the accounts contact list. I am
sorry that getting the updates you were requesting took longer than expected,
and that you had a difficult time receiving call backs. I appreciate you sharing this information. Your
feedback is important, and I will be sure to pass this information forward.

Please note that Worldpay does not monitor accounts for processing.
It is not part of standard operating procedures to contact a merchant due to a
lapse or a dip in their processing. As
per the terms and conditions of your Merchant Agreement it is a Merchant
responsibility to close their account if necessary.

I appreciate the opportunity to review and address your
concerns. 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: 11/13/2024
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 disagree with the statement that our exclusivity agreement has nothing to do with the processing agreements between Worldpay and ******. If you are a related and affiliated entity then this would satisfy any requirement for exclusivity. I also have several other complaints that are unrelated to this false claim that we did not honor the exclusivity portion of the contract. Here are the facts that are disturbing to me:

- Worldpay made no claim of breach of contract years ago when our company began using ****** and left our recurring payments with Worldpay despite the instant, obvious, and visible decline in transaction activity. See comments further below on Worldpay's responsibility to monitor accounts.
- Worldpay knowingly has blocks and impedements in their customer service process that does not allow their customers reasonable and timely access to their own information. In our case, I tried to switch accounts to my name over the course of months with several tickets and requests with little to know follow up on those tickets by Worldpay. We had no login, no person assigned to our account, and I had no recourse to talk to competent representatives that had authority to help me on you rhelp line. Of the agents that I spoke to, many of which did not speak english as a first language and were difficult to communicate with, deflected questions, withheld case numbers, and closed case numbers without telling me causing me to open new case numbers constantly that were difficult to reference and resolve.
- Worldpay knowingly separated their contract cancellation department from their customer retention department so that I could not speak to or communicate with anyone that had authority to close my account. This also prolonged the closure process so that I continued to pay fees every month.
- The customer retention department made no effort to respond to my multiple emails and would only speak to me when I called in and they happened to be in the office. They were often unavailable when I called or a new rep who didn't know my case would answer and then claim that the original rep knows the case better and had to help me.
- When I did get to speak to someone, they advised me to keep my account open an additional 60 days to avoid the early termination fee which then caused me more monthly fees. No mention was made of the exclusivity until I closed all accounts (after several months of trying). Even then, it wasn't until I called in to have the $495 cancellation fee reviewed on 4 accounts that they did a full audit of all 14 closed accounts and decided to charge those accounts as well on the grounds of this exclusivity. The timing of these events suggests that it was malicious and intentional to drain our company of monthly fees for as long as possible and instead of helping us find a way to avoid the cancellation, found a small legality claim from an activity that ocurred years ago as basis for charging all our accounts. This appears retaliatory in nature for closing our accounts
- Your customer retention rep Jacqueline Herring never apologized a single time for ignoring my emails and instead blamed me for getting upset at the chain of events.
-The claim that Worldpay does not monitor accounts for processing and is not a standard operating procedure sounds like avoidance of responsiblity when the main purpose of a merchant processing company like Worldpay is to monitor accounts and processing for your customers. It seems that this relationship is a one way street and the company only behaves responsibly when it is in their best interest.

I dare someone to take the same amount of time to listen to all the phone recordings and review all the tickets and logged information to get a sense of how much of my time was wasted. I'm disappointed in the leadership of this company for being knowingly predatory, receiving multiple complaints from consumers, with no changes to business practices over the years I have had the displeasure of knowing Worldpay for the past 7+ years. I sincerely hope you, as a client relations account manager, working for the US Complaints team, do have some authority to effect change and I'm sorry you work for Worldpay.

Regards,

***** *****

Business Response
Date: 11/21/2024
Good Morning *****,

I apologize for any confusion, the processing agreement is
not between ****** and Worldpay, the processing agreement is solely between the
Merchant and Worldpay. ****** is a third-party software provider and has nothing
to do with the terms and conditions of the processing agreement regarding exclusivity.

Regarding your comments:

“- Worldpay made no claim of breach of contract years ago
when our company began using ****** and left our recurring payments with
Worldpay despite the instant, obvious, and visible decline in transaction
activity”

This is because no one called at that time to close the account. As I shared, we do not monitor accounts for activity as it is a merchant’s responsibility to take the necessary steps to close there account. If you had called to close the account at that time you would have been provided the terms and conditions and we would have encouraged, you to provide appropriate notice so you could avoid breach of contract before switching processors.

“- Worldpay knowingly has blocks and impediments in their
customer service process that does not allow their customers reasonable and
timely access to their own information”

Although I do apologize that you had a difficult experience getting your account switched over, the process to do changes of ownership are put in place to protect merchants from fraud. Social engineering happens every day, it is our responsibility to protect our merchants and make sure they are completely vetted before making changes to an account.

“- Worldpay knowingly separated their contract cancellation
department from their customer retention department so that I could not speak
to or communicate with anyone that had authority to close my account. This also
prolonged the closure process so that I continued to pay fees every month.”

Retention and Account Close Teams are completely different areas of expertise with completely different objectives.

“- The customer retention department made no effort to
respond to my multiple emails and would only speak to me when I called in and
they happened to be in the office. They were often unavailable when I called or
a new rep who didn't know my case would answer and then claim that the original
rep knows the case better and had to help me.”

I apologize that you had difficulty in getting a response from the advisor named, and for any inconvenience is may have caused, as I shared at the close of this case, this information will be passed forward.

Once again, as I shared, we do not monitor accounts for activity as it is a merchant’s responsibility to take the necessary steps to close their account. If you had called to close the account when you were considering switching processors you would have been provided the terms and conditions and we would have encouraged, you to provide appropriate notice so you could avoid breach of contract before switching processors. Unfortunately, as no appropriate notice was provided, and you switched processors without notice the $495 early termination fee is valid.

I understand your taking over a position where you are trying
to close accounts without any prior knowledge of the contractual obligations has
been challenging. That said it does not change the Terms and Conditions of the
Merchant Agreement. As the breach in contract occurred as soon as you switched
processors without notice, I am sure that you can understand that from that
moment onward the $495 early termination fee was unavoidable.

Although I understand this was not the answer you were
hoping for, I hope this further clarification has been helpful. Please let me know
if you have any further questions.

Thank
you,

Krista A******
Client Relations Account Manager I
Operations Service Excellence - US
Complaints
Initial Complaint
Date:10/15/2024
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.
We (****** ***** ***) have been using this company as a cc processor for many years. In May we started using another processor and in September we filled out a form to close our account with Worldpay.
They told us that they would close the account as of September and they also charged us for each month from May until September. They then charged us a $495 early termination fee for not using them in May. After reaching out to them directly and not getting any help I am hoping you can help us with this. It seems that they want to double dip and get paid through September as well as charge an early termination fee for terminating in May.

Thank you!
Business Response
Date: 10/17/2024

Good Afternoon Shana,

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.

Your message said that in May you stopped processing and
began using another processor, but that you did not provide an account close
form until September. As you did not provide any notice prior to September, all
billing up to that point would be considered valid. Just like any other
service, if you did not take the appropriate steps to close the account, it
would of course remain active, and therefor would continue billing.

As it is a merchant responsibility to provide a 90-day
notice before the end of their current term if they decide to close the account
and maintain exclusivity throughout the entirety of the life of their account, having
switched processors with no notice was a breach in contract. As per the attached Merchant Terms and Conditions
you will see that page 1 section 1A & 1B speak to the Term and Exclusivity.
I believe you will find this helpful. The Early Termination fee of $495 please
also see page 3 section 7B it speaks to Early Deconversion / Liquidated Damages.

I appreciate the opportunity to assist you and I hope that this information is
helpful. I hope you have a wonderful rest of the week. Please let me know if
you have any other questions or concerns.

Thank you,

Krista A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Initial Complaint
Date:10/10/2024
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.
I was working with L*** L***** at Worldpay for my companies credit processing, it would take days sometimes a week to get a response to emails related to my account. When I decided to close the account due to the negligence of this company I was met with hostility and uncooperativeness from L*** when it came to getting the necessary items needed from my account.
Business Response
Date: 10/14/2024
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.

If you can please provide the Merchant ID number(s) for the account(s)
in question, as well as a brief summary of what occurred I will be happy to investigate
further to see how I can best assist you. I will be standing by and will look forward
to hearing back from you.

Thank you,

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

Customer Answer
Date: 11/01/2024
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.

Its common procedure for your reps to take days to respond to clients? If L*** is just a sales rep why is it that she handled all aspects of my account until closing? Account number was ************* business name is ******* ********** ***.

Regards,

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

Business Response
Date: 11/11/2024
Good Afternoon *******,

Sorry for any inconvenience you experienced due to delays in
correspondence. Please note that to avoid possible delays in correspondence it
is always best to reach out to Customer Service directly if you are needing assistance.
This will ensure they can get you to the appropriate department without
extended delay.

Regarding the account close request unfortunately Sales is
not able to close accounts. Due to security protocols only the Owner/Signer on
the account can request closure and they would need to call in to Support Directly
to do so. Reading through your case notes I verified someone named Alexa called
in requesting closure, but unfortunately as she is not the signer, they were unable
to process her request. Therefor the account that you provide the Merchant ID
for is still open.

I verified you have two accounts for the same address of ****
******* **** ** *** ***** * *******.
***The
Merchant ID you provided has not processed since 9/18/2024.
***Other
account was opened on 9/13/2024, and is actively processing, last batch
settlement was 11/8/2024.

To avoid any confusion, if you can please include the
Merchant ID and a summary of what has occurred as well as a description of any action
you are requesting for each specific account that would be very helpful.

I will be standing by and will look forward to hearing from
you and seeing how I can best assist you.

Thank you,

K***** A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Initial Complaint
Date:10/01/2024
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.
Dear Sir/Madam,

I hope this message finds you well.

I am reaching out to express my dissatisfaction with the services provided by WorldPay, which have proven to be insufficient and did not meet our company's needs. For an extended period, we were paying for a service that was neither used nor properly delivered.

For the past two months, we have been attempting to cancel the service due to its lack of use. However, we have faced numerous difficulties and restrictions imposed by WorldPay, such as challenges in establishing contact and receiving honest responses from their team.

After requesting service termination on August 26th, I was informed that we would need to pay the final service fee, which was charged on September 9th, 2024, in the amount of $154.90 via ACH. However, on September 26th, an additional charge of $495.00 was deducted from our account without any explanation.

For the past four days, I have been contacting WorldPay to request a refund, but the company has refused to return the money. Today, I spoke with a representative named Christine from their customer service team and informed her that I would be filing a formal complaint against the company.

I am now reaching out to the Better Business Bureau (BBB) to request assistance in mediating this issue. We are simply seeking the return of the $495.00 that was wrongly taken from us. WorldPay claims that this amount is correct, but this is not true, and we feel we have been misled.

Thank you for your attention and assistance in this matter.

Merchant TIN: *************

Sincerely,
****** **** ***** ********* **** *** ***
Business Response
Date: 10/03/2024
Good Afternoon ******,

Thank you for reaching out through the Better Business
Bureau (BBB) regarding the former merchant processing account with Worldpay. We
apologize for any inconvenience you have experienced, and we appreciate the
opportunity to review and address your concerns.

As I was able to verify that you are not listed on the
account, due to the secure nature of this account, I am only able to provide a
limited amount of information. What I have been able to verify is that the
account was charged the standard $495 that is assessed when there is a breach
in contract due to early termination. Please see the attached terms and
conditions.

Please refer to the following areas:
***Page 1Section 1A and 1B
***Page 3 Section 7B

As per the signed merchant agreement, the account would have
needed to be actively processing throughout the entire term of the agreement, and
sufficient notice would have been needed to be given when the account close
request was submitted. Unfortunately processing discontinued prior to the end
of the term and no 90-day notice was provided. As such the $495 was assessed.

I hope this is helpful. Please let me know if you have any
questions. 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
Initial Complaint
Date:09/24/2024
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.
Subject: Formal Complaint Against Worldpay for Deceptive Practices and Unwarranted PCI Non-Compliance Fees [SUMMATION]

Over the past several months, I have been continuously charged a PCI non-compliance fee amounting to $74.99 monthly, totaling $899.88 annually. This fee has been applied despite my efforts to comply with PCI standards and repeated assurances from Worldpay that my account would no longer be subject to these charges.

Over a year ago, I called Worldpay to address this issue. I was assured that after following their instructions, including performing monthly scans and completing the security assessment questionnaire, the fees would cease. I have consistently met these compliance requirements, including submitting regular scans and updating the necessary security documentation. However, the non-compliance fees persisted.

(Section deleted due to character limit, see attached)

It appears that Worldpay is employing deceptive tactics to extort unjustified fees from clients, under the guise of PCI non-compliance. These monthly charges seem to be part of an intentional strategy to confuse and overwhelm small businesses with impossible compliance standards and inadequate communication.

I am also concerned that this issue is not unique to me and may represent a broader pattern of behavior by Worldpay. The lack of transparency and accountability suggests a systemic problem, and I am left wondering if other businesses are being similarly affected. I urge the relevant authorities to investigate whether a class action lawsuit should be considered to address the undue financial burden placed on businesses for these unjustifiable fees.

I respectfully request that you investigate this matter, as Worldpay’s actions not only constitute a breach of trust but also appear to violate principles of fair business practices. I seek a full refund of the fees charged and an explanation of why these practices are allowed to continue without proper oversight.

*** ***
Business Response
Date: 09/27/2024
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. If you can please provide the
Merchant ID number for the account in question, I will be very happy to
investigate further in to the PCI non validation fees you have received.

I will be standing by and 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: 10/03/2024
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.

The agent representing Worldpay has sufficient information to investigate the root cause of my concern and complaint. Her response is inconsistent with true effort to rectify their errors. She has responded to my complaint requesting information she already possesses. Additionally, she has left no contact information for me to directly reach her.

Regards,

*** ***

Business Response
Date: 10/11/2024
Good Morning *** ***,

Thank you for your reply. I apologize for any confusion, the
reason I did not provide my personal contact informtion, is because once a
merchant involves the better Business Bureau, all correspondence must take
place through the BBB Portal, so that there is full transparency. I appreciate
your understanding.

Please note that Worldpay is your processor, *************
is a third party who assist merchant with their PCI Compliance. Worldpay is not
responsible for providing your PCI compliance support or preforming PCI Compliance
scans. As it is a Merchants responsibility to maintain compliance as per the
terms and conditions of your merchant agreement, if a merchant fails to perform
the required scans the PCI non validation fee would be considered valid.

I was able to log into your Safer Payments Portal and verify
that although it does look like you successfully passed your PCI scan later in the month of September, you were being sent emails (please see attached) from ************* in July, August and early September letting you know that your scans were overdue.

I have attached those emails ************* sent you for your
review. I did also reach out to ************* directly this morning and asked
that they send me a breakdown of the past 12 months so I can provide you with a
month-to-month status report. I als0o asked for them to verify what service package
you are receiving from them and the details of that service package.

If you can please reply back to let me know you received this
message and the attached emails from *************, I will respond back to you
as soon as I have the informtion I am requesting from ************* Support.

Thank you,

Krista A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Initial Complaint
Date:09/18/2024
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.
The company continues to charge me when I have no longer use the service and they will not cancel my service because I’ve never signed an agreement with them yet they continue to remove money out of my bank account. I requested on five different occasions to speak to a supervisor, but they just played dumb and act like there is no supervisor available and put you on long hold times. The most unhelpful group of individuals in the world when you want to leave them. They’ll do anything they can grab extra money from you even if they have no signed agreement on file and they will not stop the charges until you sign the agreement to justify the charges they’re putting in place. This should be completely criminal. Do not do business. You will absolutely regret it.
Business Response
Date: 09/20/2024
Good Afternoon Amir,
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
Merchant ID number(s) for the account(s) in question as well as a brief summary
of what has occurred we will be happy to research further and see what we can do
to help you get your account closed.
Any information you can provide is greatly appreciated. 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
Initial Complaint
Date:09/10/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 12,2034 WorldPay deducted $375 from my business account for an early termination fee. My contract with them did not have an early termination fee and they said I would be refund. Also because they debited this money it caused a payment I had for $374 to bounce. I was assessed a $30 NSF charge. Today is 9/6/24 and I still do not have my money. They have caused me 2 NSF fees because of this and are refusing to refund the extra $60 they caused me to be charged. I have been getting the run around for 2 months now and that is not acceptable. I need my $375 and I need my $60 back!I have been dealing with Alex Wilkinson from Impact Pay who is a go between for World Pay
Business Response
Date: 09/16/2024
Hello *****,

Thank you for contacting us and allowing us the opportunity to address your concerns. We sincerely apologize for any inconvenience this situation may have caused. Upon reviewing the circumstances surrounding the Early Termination Fee that was erroneously deducted, we have made multiple attempts to issue a refund. Unfortunately, due to a block placed by your bank, these attempts were unsuccessful. We are pleased to inform you that since the removal of the block last week, a refund of $375 was processed on 9/13/2024. Please allow three to five business days for the transaction to reflect in your account. About the additional $60 in overdraft fees, we are currently conducting a review. To help us in this matter, we kindly request that you provide us with copies of your bank statements showing the overdraft fees. This will enable us to expedite the review process. I look forward to hearing from you.

Thank you,

K** H
Operations Service Excellence - US Complaints

Customer Answer
Date: 09/18/2024
After sending info on what I needed for this complaint, IMPACT PAY the sister company of WORLD PAY has agreed to pay my overdraft fees. Kudos to them for stepping up and doing the right thing!!
Initial Complaint
Date:08/27/2024
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.
On August 30, 2023, on behalf of my small business, through my business banker at ***** ***** ****, entered into a commercial equipment lease agreement with *********** ****. The agreement was for a Commerce360 Poynt C Wi-Fi terminal for a duration of 36 months, with base lease payments set at $48.90 per month. The vendor providing the payment processing services, Worldpay from FIS, agreed to charge a 3.5% transaction fee for transactions processed through the terminal.
However, starting in November 2023, I began noticing unauthorized charges on my account from Worldpay. In December 2023, despite no transactions being processed through the Worldpay system, I was charged the following fees: $52.32, $67.45, $154.14, and $176.75. Similarly, in January 2024, with no transactions occurring, I was charged fees amounting to $57.64, $67.45, $147.35, and $153.53, leading to $160.00 in overdraft fees. The pattern continued in February 2024, with charges of $57.64, $37.00, $57.64, $67.45, $142.40, $147.35, and $57.64, resulting in an additional $37.00 in overdraft fees.
Despite multiple attempts to resolve this issue, neither ***** ***** **** nor the vendor sales representative, Robert Rege, could provide an explanation for these unauthorized charges. Furthermore, Mr. Rege has been unresponsive since I signed up for the service. The situation escalated to the point where, in March 2024, my account at ***** ***** **** was closed due to the ongoing, unexplained deductions and overdraft fees.
I returned the leased equipment to ***** ***** **** in an effort to mitigate further losses. However, these issues have been reported to the credit bureaus, significantly damaging my credit rating. I believe that both Worldpay has engaged in unethical and potentially fraudulent business practices by imposing these undisclosed and unauthorized charges.
Business Response
Date: 08/30/2024
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 to provide
additional information regarding your accounts and billing that may be helpful.

It appears you have multiple accounts that were all
opened in 2023. All accounts were under a 3-year processing agreement.

******************* 3-yearmerchant agreement signed 8/30/23, account was closed in breach of contract on 02/11/2024

******************* 3-year merchant agreement signed 8/27/23 account was closed in breach of contract on 06/18/2024

******************* *************** 3-year merchant agreement 8/30/23 account was closed in breach of contract on 06/24/2024

I also verified your equipment was under lease. Please
note that the lease was a payment contract, returning the equipment would not release
a merchant from responsibility for payment. A merchant needs to contact support
regarding the agreement and see what can be done regarding the lease.

******************* equipment lease agreement $48.90 a month (please call into support at your earliest convenience to tell them you need to speak to someone regarding your lease).

If you please review each of your signed agreements, you
will see that pages 4 and 5 do speak to additional fees

******Safer Payment basic $24.95 per account (Safer payments is a 3rd party who assists with PCI Compliance) page 4

******Minimum processing fees $30.00 per month Page 5

I also did verify you were being charged PCI noncompliance
fee in each account for $49.95 in each of your accounts, this fee was due to
your not completing your PCI compliance scan with Safer Payments as is required
by the Terms and Conditions of your Merchant Agreement.

There is one more additional charge that I was able to
see for your eComm gateway use for Authorize.net in the amount of $25.00 per
month for MID *************. You will
need to please reach out to Authorize.net directly to ask them to please close
your account

*****You will want to call ************ and provide your Payment Gateway ID: ******* and tell them you closed your account with Worldpay in June but are continuing to be billed, they will be able to assist you to close your account.

As far as I can tell by reviewing your signed merchant
agreement and the terms and conditions the billing does all appear to be valid.
Please note that even if a merchant is not processing in their account all of
the standard monthly fees do apply. As your accounts have been sent to Collections
due to your bank rejecting your fees, you will need to please work with
Collections to bring your accounts into good standing.

I hope this 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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Worldpay is NOT a BBB Accredited Business.