Complaints

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

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• 

  Worldpay

  8500 Governors Hill Dr Symmes Township, OH 45249-1384

• 

  Worldpay

  2900 Reading Rd Cincinnati, OH 45206-1119

• 

  Worldpay

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

• 

  Worldpay

  1500 District Ave PMB 2 Burlington, MA 01803

• 

  RBS Worldpay

  PO Box 319 Huntertown, IN 46748

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

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worldpay is our credit card processing company. A few months ago, we discovered some fraudulent transactions under one of our accounts with them. Worldpay tried to blame the issue on us, but I feel the security breach was on their end. The whole situation was not handled well by Worldpay, so we decided to look for another credit card processing company. When I called Worldpay asking what the process was to terminate the contract, I was told that the contract is set to auto-renew every year, and that according to the contract, unless they are given written notice at least 90 days before the renewal date, the contract auto renews. I was a couple of weeks away from the renewal date, but they said that since it was less than 90 days, the contract would have to renew for another year, or I would have to pay $495 for an early termination. It just feels wrong for them to force me to either stay another year, or pay the $495, especially since the original term of the contract of 3 years has already passed. At that point, I would have been canceling before the contract auto renewed, but they still consider it an early termination. I thought they were supposed to send a reminder saying the contract was coming up for an automatic renewal, but they didn't. It just feels like they do that on purpose, counting on people missing the 90 day mark. I can understand having to give notice, but I believe being forced to stay another year because I didn't do it 90 days prior to the renewal date is wrong. To me, this is a sneaky way of doing business. So, I ended up telling them I needed to cancel anyway because I don’t want to do business with them anymore. I told them if they have to charge the $495, so be it, but I think it would be wrong if they do.

  Business Response

  Date: 08/12/2024

  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. If you can please provide the
  Merchant ID Number(s) for the account(s) in question, I will be happy to see
  how I can assist.

   

  Thank you,
  
  K*****
  At*****
  Client Relations Account Manager I
  Operations
  Service Excellence - US Complaints
  
  
  
  

  Business Response

  Date: 08/20/2024

  Good Afternoon ******,
  
  Thank you for confirming the
  merchant ID numbers for your accounts. I forwarded your information to ******* ******* along with your complaint. After review they have determined that as a
  customer service gesture, they will accept the 30 day notice you have proposed
  and have agreed to waive the early termination fee (ETF) of $495 per account.
  
  I have notified the Loyalty
  Advisor who has been working with you, R***** R****** that the 30-day notice is
  acceptable, and the ETF is to be waived. Please feel free to continue to work
  with R***** to complete your account close process. I hope this is helpful; please
  let me know if you have any questions. 

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

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you!
  
  
  
  Regards,
  
  
  
  ****** ********
  

• Initial Complaint

  Date:07/17/2024

  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.

  Worldpay Integrated Payment solutions was my credit card processing company for my business for 7 or more years. I own a Self Storage Facility. In 2022 my software provider (********) made changes and advised me that if I did not process my credit card payments with them I would pay additional fees on a monthly basis as of April 2023. I contacted Worldpay about switching providers and they informed me that I still had one year left on my contract with them (the contract was signed by my business partner ********* ******). Since then I have bought ********* out and am the sole owner.
  
  Attached is the communication with A***** H**** at FIS Global (a Worldpay company). Since she informed me there would be a termination charge if I choose to terminate early, I choose to continue to process through Worldpay until the stated expiration of March 2024. ******** made the exception and did not charge me additional fees agreeing to wait till the contract expired.
  
  PLEASE SEE ATTCHED DESCRIPTION CONTINUED IN ATTACHED DOCUMENT

  Business Response

  Date: 07/22/2024

  Good Morning ******,
  
  Thank you for reaching out
  to the Better Business Bureau regarding your processing account with WorldPay
  from FIS. We apologize for any inconvenience you have experienced. In your
  complaint you said, “Attached is
  the communication with A***** H**** at FIS Global (a Worldpay company)”
  Although Aprill billing was attached more than once I do not see any attachment
  with communications from A***** H****.
  
  As this attachment did not seem to be included, if you can please send
  that attachment as well as the account close form you would have submitted
  prior to April 2024, I will be happy to research into this to see
  how I can best assist you. I will be standing by and will look forward to
  assisting you, have a wonderful day.

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

  Business Response

  Date: 07/25/2024

  Good Afternoon ******,
  
  Thank you for your reply. Page five of the attachment of the
  PDF with the last three numbers ***, shows that A***** sent you an account close
  form for you to fill out and send back. If you can please send the signed
  account close form that you sent to us requesting the account be closed 90 days
  before the end of your term as the Terms and Conditions require that would be
  very helpful.
  
  I have attached a copy of the signed agreement as well as
  the terms and conditions for your records.
  
  Please review the very first paragraph of the very first
  page 1, section 1 Term and Exclusivity. Subsection A. Term. This will provide
  you with the requirements to close the account. 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,
  
  K***** A******
  Client Relations Account Manager I
  Operations Service Excellence - US Complaints
  
  

  Customer Answer

  Date: 07/27/2024

  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.
  
  
  Regards,
  
  
  
  I***** *******
  

• Initial Complaint

  Date:07/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/11/2024
  $669.50
  On or about 6/10/2024 WorldPay, which is the sole designated merchant services provider for ******* placed a "miscellaneous hold" on our merchant services account. They did not notify us of this hold, and they have held all payments since. In other words, WorldPay has been holding onto all our money now for over 21 days (since roughly June 10th). It took them until I called this past Friday, spending nearly 1.25 hours on the phone being transferred, to begin the assignment process for someone to perform an account review. Upon account review, rather than apologizing for not being on top of things for 20+ days, and being helpful in the process of resolving the issue (perhaps expediting the resolution within their review guidelines and providing an escalation point of contact), Tyia P**** at WorldPay (***********************) chose to treat this like a fraud case - which it patently is not - and has not yet resolved the issue or placed me in touch with any person responsible for resolving the issue. I have also not received a response or any communication from ******* on the matter, nor is there an escalation point of contact inside the company who restricts us to using WorldPay in their systems. I would appreciate help resolving this issue immediately as cash flow is the life blood of a business, and restraints on cash flow consume working capital and impede growth.

  Business Response

  Date: 07/03/2024

  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. I did want to acknowledge that although
  an internal escalation was also launched on your behalf, once a merchant
  reaches out through the Better Business Bureau all correspondence will then take
  place through the BBB portal to allow for full transparency.
  I engaged the Fraud and Risk leaders directly and they verified
  that funds were placed
  on hold 6/9 due to:
  
  *****Processing excessively high transactions, please note that the high ticket per transaction that you were approved to process is 5k per transaction, and some of transactions being processed were 3x over that limit.
  
  *****Multiple split transactions: please note it is against card industry regulations to split payments on the same card.
  
  
  I am
  happy to report Fraud and Risk leaders confirmed that they have completed the final risk review and funds
  will be released today. In order to help prevent possible risk holds in the future
  please:
  
  *****Stay within your high-ticket limit parameters.
  
  *****Refrain from splitting payments.
  
  
  Please note that any discussions regarding high ticket
  increase requests would need to be completed through Credit Risk. You can email
  that department directly using the following email: ******************************.

  
  Thank you for providing the opportunity to address your concerns.
  I hope the informtion I have provided is helpful. Please let me know if you
  have nay further questions. 

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

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I have followed the instructions in the response, and I look forward to receiving a response. 
  
  
  
  Regards,
  
  
  
  ******* ******
  
  

• Initial Complaint

  Date:06/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i cancelled there services about 15 months ago and they still continue to charge me. i used them for my Bar as my credit card merchant they had me sign ********* which i did and they said they never recieved them also would hang up on me when i would call to cancel i just want a refund my account number ************* also would leave me on hold for long times i fell was done purposely

  Business Response

  Date: 06/21/2024

  Good Afternoon,
  
  Thank you for reaching out
  to the through the Better Business Bureau regarding your merchant processing
  account with Worldpay. We apologize for any inconvenience you have experienced
  due to confusion regarding your account closure. Although I was able to confirm
  the account ceased processing without notice January 2023, it appears first
  contact regarding a change of ownership was not until June 2023.
  
  I was able to read over all
  of the cases and verify all of the case notes and ******** records regarding
  this matter. I have provided a detailed timeline of my findings below I hope
  that this is helpful.
  
         **6/16/2023, 6:09 PM Case ******** Someone called in and requested a change of signer a ******** was sent out on 6/16/2023 but it looks like the ******** was viewed but never sent back. ******** expired a month later on 07/16/2023 so no further action was able to be taken at that time.
  
         **There was no further contact until 5/14/2024, 3:27 PM Case ******** ******** was sent once again 5/14/2024, 3:52 PM once again it was viewed but not sent back, and the ******** expired 6/13/2024 6/6/2024 so once again no further action was able to be taken at that time.
  
         **6/6/2024, 12:50 PM Case ******** Notes indicate Incomplete Change of signer form via ******** was received but the Social Security number was missing from the document.  Merchant was sent an email 6/7/2024, 1:02 PM letting them know that the documentation was incomplete, and that the Social Security number is needed for credit purposes.
  
         **6/20/2024, 3:01 PM Case ******** Complete Change of signer form via ******** was received, and account was updated with the new signer. After the new signer was updated, there was not any further cases requesting the account be closed.
  
  Although once the signer was
  updated in the system there has been no request to close the account, I went
  ahead and requested the account be closed. Final billing will be the first week
  of July. I hope this is helpful.
  
  I appreciate the opportunity
  to assist you and hope you have a wonderful weekend. Please let me know if y
  have any further questions.

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

• Initial Complaint

  Date:06/20/2024

  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.

  This merchant has been overcharging my business account additional fees that add up to at least $12,000. We have contacted two years ago to find out why they were adding additional charges to our account. The said they didn't know why our rates had gone up. I had another merchant processor to look at our account and additional charges were added because we were non-compliant because PCI form had not been submitted by them. This company deliberately withheld this information from us so that they could increase their profits. Armed with the information to fix the problem by another vendor, we demanded that WorldPay give us the form. They tried to get us to pay them to complete the form which they were reluctantly and deliberately withheld for us. If I had not gotten an evaluation by other merchant service provider, we would continue to pay overcharges. We did the form on our own which took only five minutes to complete. This company is greedy and preys on small businesses owned by women and seniors like me. I have attempted to reach them by phone, but they would pick up or return our calls.

  Business Response

  Date: 06/21/2024

  Good Afternoon,
  
  I hope you had a wonderful week. Thank you for reaching out
  through the Better Business Bureau regarding your merchant processing account
  with Worldpay. We apologize for any inconvenience you have experienced regarding
  your PCI compliance, and we look forward to assisting you.
  
  As I mentioned in the previous email thread your account has
  been identified as being managed by a 3rd party. As such we have
  engaged the support managers for your account and have forwarded them all of
  the information you have provided. That said I do want to encourage you to
  please do a search in your email box possibly in your spam folder for emails
  sent to you by ***** ******** going back to October 2020.
  
  Although I do see in the ***** ******** portal that your
  account is currently PCI compliant As of May 2024, I was able to verify the Safer
  Payments had sent many correspondences beginning in October 2020 notifying you
  of your noncompliance and offering assistance. I understand that it is possible
  that these emails may have gone to your spam folder. Now that you have
  successfully received correspondence from ***** ******** you should have no
  problem doing a search to look back into the history of your email so you can
  see the multiple attempts that they made to alert you regarding your PCI
  compliance.
  
  **As an example, I have attached a PDF where I copied one of
  notifications you received.
  
  I hope this is helpful to show that there has never been any
  intention of keeping your PCI non-compliance status from you, and that a
  request for you to reach out for any assistance was made diligently. Thank you
  for your patience. Please stand by for someone to reach out to you directly
  regarding your account. Please let me know if you have any questions, and I
  hope you have a wonderful weekend.

   

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

• Initial Complaint

  Date:05/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to cancel my Worldpay contract several times with my restaurant. They have agreed to cancel my contract with the cancellation fee which I have paid. However, they continue to withdraw money out of my account.

  Business Response

  Date: 05/29/2024

  Thank you for reaching out so we may review and address your concerns. To ensure any and all accounts are closed, please provide the MID, Chain or TIN for your account(s). If you have any closure requests previously provided, feel free to share those as well. Thank you, I look forward to additional information to further assist. 

  Pamela N

• Initial Complaint

  Date:05/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are being charge an almost $500 account closing fee for early termination.
  
  It has come to our attention that many small businesses like ours have encountered similar issues with WorldPay, particularly regarding the automatic renewal of contracts and the associated high closure fees. We were unaware of the almost $500 fee for closing our account, especially since our initial one-year contract was signed three years ago. The automatic renewal and small print terms were not clearly communicated, which is not conducive for the average small business owner, and we are deeply disappointed by this situation.
  
  Unfortunately, it appears that our concerns are not unique, as evidenced by numerous complaints filed with the Better Business Bureau (BBB). We plan to add our voice to these complaints to ensure that our experience is documented.
  
  When I talked to a representative, Pennie H******* whose signature says Leader, Client Success & Loyalty, I requested they assist in mitigating this charge. I proposed continuing small transactions for the next 30 days and asked about suggestions on easing this fee, all of which were declined. We had hoped for a more supportive relationship with a company of this stature, and we urged them to reconsider the decision, which was also declined. We asked to be transferred to someone who could work with us on a resolution, which was also declined.
  
  In the spirit of fostering a more transparent and fair business environment, we suggest that WorldPay consider implementing policies that require businesses to re-sign contracts after the initial term. This would provide business owners with a clear understanding of their commitments and avoid unexpected fees.

  Business Response

  Date: 05/29/2024

  Hello ***,
  
  Thank you for reaching out to us so we can review and address your concerns. I apologize for any inconvenience you may have experienced.
  
  I have attached a copy of the signed Agreement, Terms and Conditions that reflect the validity of the Early Termination Fee of $495 that this account was billed. 
  
  In the Terms and Conditions in section one A, it says that the Agreement automatically renews for periods of twelve (12) months (each a “Renewal Term”), unless either party gives written notice of its intent to terminate or not renew the Agreement at least 90 days before the then-current term expires. For clarity, termination of this Agreement does not terminate your equipment lease, if applicable.
  
  In the Terms and Conditions in section one B, it says you shall exclusively receive the Services from us. Prior to exercising any right of termination or non-renewal, you agree that we shall have a right of first refusal before you enter into an agreement with a third party for the Services. 
  
  I had an opportunity to listen to the call between Pennie and yourself. On the call you said that you had quit processing with us ~5/9/2024, that you had gone with another processor. This breaks the Terms and Conditions that were agreed to making the fee valid. I apologize, any refund has been declined. 
  
  Thank you,
   
  Kim H
  Operations Service
  Excellence - US Complaints
  
  

• Initial Complaint

  Date:05/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  in 2022 I changed my business software from ************* witch utilized World Pay to ********** ****** which utilizes ****** payments. After several months of being on the new software, I realized that I was still having fees deducted from my checking account from World Pay. I called several times to cancel the account and asked that the fees be reimbursed. Finally I was told that the fees would not be reimbursed but the account was canceled. Now on March 25th, 2024 - a year later - World Pay has drafted $495 from my checking account. I called to ask why and was told that it was a breach of contract fee for not giving 30 days notice on canceling my account. I was not informed of this fee when I called to cancel and find it completely ridiculous that they would come back after all this time and draft my account.

  Business Response

  Date: 05/21/2024

  Good Morning,
  
  Thank you for
  reaching out to us so we can review and address your concerns. I apologize for
  any inconvenience you have experienced. I have submitted a reimbursement for
  $495 today. You should expect to see this back in your account within 3 business
  days. I hope this has resolved your complaint. Please let me know if you have
  any questions or concerns.
  
  Thank you,
  Pamela N

  Customer Answer

  Date: 05/22/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They have issued a refund for the $495.  I greatly appreciate the BBB for your assistance.   
  
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:05/15/2024

  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.

  . Have attempted numerous times to cancel this account, yet continue to be charged through auto debit of the business checking account.
  . Each call I get shifted from department to department, promising the next dept. can help me.
  . Have spent hours on the phone with No resolution.
  . I have not used their service in a couple of years.

  Business Response

  Date: 05/21/2024

  Thank you for
  reaching out to us so we can review and address your concerns. I apologize for
  any inconvenience you have experienced. I was able to confirm we received your
  closure request and the account is in the process of closure. Please reach out
  to your Sales Group for any further assistance or concerns.
  
  Thank you,
  Pamela N

• Initial Complaint

  Date:05/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used this company to process our credit card transactions when we first opened our Live Hydration Spa business in August 2021. A few months later, our corporate office changed vendors and World Pay was cancelled. Or, so we thought. We cancelled with a rep on the phone, or so we though. We continued to get invoices/automatic payments, so we emailed her. We never heard back and forgot about the charges since we were so busy running our new business. I called a few weeks ago after getting an invoice (approx $132/mo) and they claimed we have never spoken with them. I was escalated to an account rep, and he confirmed that he could not close our account without me completing a closure form. I sent him an email showing the rep's name that we were working with, and the emails we had sent her to follow up. He said she no longer worked there. The rep did not respond to my email with questions about getting a refund and completing the closure form, so I called World Pay again. They said the rep was out of the office but they would start another case and notify him. I had to email him again on May 3rd. He apologized and confirmed he would give me a refund for 12 months, rather than the 24+ months I asked for. I thanked him and sent in the completed closure form. Then we recieved another bill/automatic withdrawal from our banked account. Again, I did not hear back, so I emailed him on May 13th. This company continues to evade our efforts to cancel our account, and they have been billing us monthly for 2 years. I have not been able to find anyone that responds in a timely manner or takes action, even though I made it very clear we did not authorize these charges and that I would escalate to authorities if necessary. We followed the directions from our corporate office and closed our account two years ago, and it was never actually closed. I want a full refund from this company as I feel they are acting in a fraudulent manner at this point.

  Business Response

  Date: 05/17/2024

  
  Good Afternoon,
  
  Thank you for reaching out so we may review and address your concerns. I apologize
  for the inconvenience you have experienced. I have verified two account that
  have been closed as of 5/15/2024. A reimbursement has been processed per the
  below, please expect to see those funds back into your account within 3-5 business
  days. This refund includes the billing from May 2023- April 2024 (deducted this
  May). You should see no further billing. I hope this has satisfied your concern.
  
  LHS 0002 - AP – ending in **** - Reimbursement Amount: $1,427.80
  LHS 0002 – Dejavoo – ending in **** - Reimbursement Amount: $390
  
  Please let me know if you have any further questions
  of concerned.
  
  Thank you,

  
  ****** 

  Client Relationship Manager
  II

  Operations Service
  Excellence - US Complaints

  Customer Answer

  Date: 05/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** ********