Business Profile

Credit Card Equipment

Worldpay

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:05/14/2024
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’ve closed my account had no contact and no activity on the account they keep charging my bank account
Business Response
Date: 05/17/2024
BBB complaint #******** - DBA: ******* ****** *****

Thank you for the opportunity to respond to your complaint through the Better Business Bureau. We apologize for your inconvenience.

Attached please find copies of your Merchant Agreement and Terms and Conditions for your review. In regards to your comments, "I've closed my account had no contact and no activity on the account they keep charging my bank account."

We acknowledge that the Merchant attempted to close the account on February 26, 2024. However, our Worldpay Advisor informed the merchant to fill out and return the appropriate paperwork. The paperwork was returned but not filled in. Our records reflect an email sent to merchant on 02/27/24. Additionally, a conversation on 04/18/24, stating that we needed paperwork to be completed, as we did not receive documents back from the merchant. We also advised the merchant to contact their ISO to advise them of their intent to close the account. On 04/30/24 the Merchant stated that the ISO group was to call them on "Friday" but no call.

Your Terms and Conditions requires a 30 day written notice prior to switching to a new processor. As a standard business practice, the Merchant must sign and complete the Account Closure form. We did not receive a signed and completed form, this is the reason why the account remained open until May 1, 2024.

We understand that the merchant is dissatisfied with charges to their account. However, the account was not closed in February and although the Merchant was not actively processing credit cards with Worldpay in March and April, they were subject to monthly fees associated with keeping the account open. These charges include and are not limited to Aquirer Network fees, PCI Non-Compliance, Saferpayments fees, etc.

If you have any further questions, please contact us.

Respectfully,

Operations Service Excellence - US Complaints
Customer Answer
Date: 05/22/2024
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 called on February 26 and talked to somebody and they told me to fill out a piece of paper. I filled it out emailed it back and while talking to the person on the phone, they said that it is closed and everything is good to go I then received a bill for $100 And I called again the person on the other line said my my account was left open so I said I wanted it closed and he told me we got it closed and I do not have to pay the bill then I got another bill for $47 and I called and asked why and they said the bill was not Closed , I have spent numerous calls on the phone talking to them for hours to close an account that there was no activity on and they keep taking money out of my account with out my permission!

Regards,

**** *****
Business Response
Date: 05/22/2024
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 a
closure request 2/26 however it did not identify the account(s) to be closed
and the request could not be processed. Due to no completed request, including authorized signature and account identifiers, the account was delayed closure
until 5/1. Can you supply a fully completed close form to assist in further consideration
for a reimbursement?

Thank you,
Pamela N
Initial Complaint
Date:05/09/2024
Type:Product 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.
- 3/14/24 paid $307 for ******** ****** credit card processing terminal

- 3/16/24 informed Worldpay associate Mark W**** of multiple issues with machine. Could not process transactions.

- 3/17 Mark informed us the machine had the wrong file installed and advised us to contact support. He said "If they cannot get it to work, it is under warranty. We can replace it. If they can not get a replacement to work properly, I will have you return it, we will refund you the cost, and get you a different model." We continued our business relationship with Worldpay under the assumption that we were covered in case of further issues.
3/17-3/22 - Issues solved temporarily.

3/23 - Unable to process transactions again. The terminal would process one sale before freezing and needing to be reset.

Spoke to Mark...told a new machine was being sent and the faulty one we'd paid for had been discontinued due to the number of complaints.

5/1 - Received new ******** terminal.
******** would not work, reading "server error" after every transaction.
Contacted Worldpay for troubleshooting...They installed a file and problem was temporarily fixed.

5/3 - Server error issue came back. At this point we've tried two new machines and neither work as advertised. We opt to contact our local bank to hear their credit processing options. After a conversation with them, we decide to switch processing companies as we were not receiving the expected service from Worldpay.
We informed Mark we'd be switching companies and would like to return the terminals. He then replied that they are no longer under warranty and he's not able to accept returns.

5/9 - We call Mark back after finding the email where he said the machines were covered and refundable. He still rejected our return, explaining that policy is a 30 day warranty. If he'd told us the replacement machine didn't include a new warranty for testing, we would've denied it altogether and returned the original Ingenico while we still could.
Business Response
Date: 05/15/2024
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. We are happy to help you and will research the information that you provided.

Thank you,

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

T: ###-###-####
E: *************************************

Customer Answer
Date: 05/17/2024
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.

Still waiting for resolution/response.
Regards,

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

Business Response
Date: 05/21/2024
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.

The device is not returnable after 30 days but is under warranty up to 1 year. As a courtesy due to the issues, we have processed a partial refund for $200 as a courtesy. Please expect to see the refund within five business days. We hope this has satisfied your complaint.

Thank you,

Kim H
Operations Service Excellence - US Complaints

Customer Answer
Date: 05/21/2024
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.

We paid $307 for the terminal. Our first complaint was raised well within the 30 day timeframe and a replacement device was sent out. Again, if we were informed that the replacement terminal would no longer be returnable we would've refused it and returned the faulty ingenico from the start. Please refund the whole $307, we are more than willing to return these machines..we have no use for them here. Neither devices were used for 30 days on their own and that return period is 30 days after receiving a working device...We did not. To reiterate, a second terminal would never have been accepted if we were told our return period wouldn't be refreshed.

Regards,

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

Business Response
Date: 05/29/2024
Hello ********,

Thank you for your patience. You
should have received two call tags to return the devices. Please return the
devices (****** and *****) as soon as possible to have further reimbursement
eligibility reviewed. The call tags were email directly to ************************.

Thank you,

Kim H
Operations Service
Excellence - US Complaints
Customer Answer
Date: 06/04/2024
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,

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

Hello,
Only one call tag was emailed to us. I have both devices boxed up together under the same call tag. It’s ready to be dropped off with ***** later today. Response will be accepted once reimbursement has been processed (after you receive the devices).
Best,
******** *****
Business Response
Date: 06/04/2024
Hello ********,

Please do not mail them both back together. The reason for two separate call tags is because these were supplied by two sperate companies and credit would have to come from each company prior to a refund being able to be issued.

One will be coming from a do not reply email from Pos Portal. The other will come from ************************. Please advise if you need new call tags sent.

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

T: ###-###-####
E: *************************************

Customer Answer
Date: 06/07/2024
Hello,
We only received one call tag. Both were shipped under that one the other day, as we did not receive a response. The package is trackable, so that warehouse will have to ship the device they're not responsible for to wherever it needs to go. Please keep us updated.

Best,
******** *****
Business Response
Date: 06/07/2024
Good Afternoon ********,

Thank you for your reply. We
apologize for any confusion. We were able to verify that it is okay that both
terminals were shipped together under the one return shipping label. We received
confirmation that we can just work it out with the vendor on our side, once we receives
confirmation that the shipment has be received.

If you can please confirm
which shipping label you used, I will pass this information forward so it will
be easier to track. One of the labels was sent from a do not reply email from
*** ****** and the other would have been from ************************.

I hope you have a wonderful
weekend. I will be standing by ad will look forward to hearing from you.

Thank you,

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

Customer Answer
Date: 06/14/2024
Hello,

The shipping label used was from the *** ****** no reply. It was addressed to *********** **. Tracking number **** **** ****. Thank you for sorting it out. Please let me know when I've been credited and I will mark as resolved.

Best,
********
Business Response
Date: 06/17/2024
Good Afternoon ********,

Thank you for your reply. We did not want you to have to
wait any longer for the reimbursement, so the $307 credit was already processed
to your account on file last Tuesday, June 11th.

Please see the attached documentation paid. Once again, we
apologize for any inconvenience you experienced and appreciate the opportunity
to assist you. We hope this is helpful And hope you have a wonderful rest of
your week. Please let us know if you have any questions.

Thank you,

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

Customer Answer
Date: 06/21/2024
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 for working with us to find a solution.

Regards,

******** *****
Initial Complaint
Date:04/23/2024
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.
We have tried for almost 3 years to cancel these services. We have not used this company in 4 almost 5 years. The person who signed up for this has passed away. We keep getting invoices saying we owe money but also shows no activity on the invoices. They have given us phone numbers to call that are invalid as well as an email address that I'm pretty sure is invalid as well. All we want is for this to stop. And we cannot find anyone to help. I even email the media contact person & have not had a response back. They keep saying we have to call our rep, but we have no idea who that would be as well as the phone numbers are disconnected & go straight to voicemail.
Business Response
Date: 04/30/2024
Good
Afternoon ********

Thank
you for reaching out to the Better Business Bureau regarding these processing
accounts with Worldpay. We are sorry for you loss and we apologize for
any inconvenience you have experienced getting these accounts closed. I was
able to verify that these accounts are managed by a third party, and I have engaged
the Team that assists with these accounts and have asked for their assistance in
this matter.

I
appreciate your patience as we ask you to please stand by for support.

Thank you,

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

Customer Answer
Date: 05/03/2024
Better Business Bureau:

I have not received a voicemail or e-mail in regards to this matter so not sure where she claims she called & e-mailed. We just want this resolved. Not sure why it's having to be drug out like this.

Regards,

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

Business Response
Date: 05/07/2024
Good Afternoon ********

Thank you for your reply. Sorry for the confusion. I am I
received verification that a Service Manager was attempting to reach out through the contact information
affiliated with the account. I advised her that the old contact information was no
longer valid. As you are not listed on
the account, she passed your contact information as provided in the BBB portal
on to the Partner, who confirmed they sent you a direct email. If you can please verify you have received the email in your inbox, that would be appreciated.

We appreciate your patience and I am standing by in case you have any further questions.

Thank you,

Krista A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Initial Complaint
Date:04/17/2024
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.
Subject: Formal Complaint Regarding Repetitive Notices and Unresolved Dispute with Worldpay

To Whom It May Concern,

I am writing to file a formal complaint regarding the ongoing issue of repetitive notices and unresolved disputes from Worldpay. The balance in question has been thoroughly investigated by Chase Bank, resulting in a decision in my favor. This outcome was based on the evidence provided by both parties and in accordance with the applicable terms and conditions.

Despite this resolution, I continue to receive repetitive notices from Worldpay, which prompts unnecessary concern and confusion. Given the circumstances and the bank's conclusive findings, I requested a written statement from Worldpay confirming that I am absolved of any responsibility concerning the disputed payment. This document is crucial to prevent any further misunderstanding and to officially close this matter.

I must emphasize the importance of resolving this issue promptly. Should there be no written response or resolution from Worldpay's side, I will feel compelled to file a formal complaint with the Better Business Bureau (BBB). It is in our mutual interest to avoid such measures and ensure this situation is resolved amicably and efficiently.
Business Response
Date: 04/18/2024
Good Afternoon ******
Thank you for reaching out to the Better
Business Bureau regarding your former processing account with WorldPay from FIS.
We appreciate the opportunity to review and address your concerns. I
apologize for any inconvenience you may have experienced.

I understand that your concern is regarding the Early
Termination Fee your account was assessed due to breach in contract. I see you
had previously been sent a copy of your agreement along with your Terms and
Conditions and were guided to review Section 1A. and 7B. on the Terms and
Conditions that state a 30-day written notice needs to be provided to avoid the
Early Termination Fee.

I believe from reading over all your cases that there may be some confusion regarding the 30-day
notice. I am hoping I can help clarify. Throughout the 30 days following
notice a Merchant must continue to process as normal. Because you had switched processors
MID September and ceased processing on September 15, even if the POS was still active, you were found in breach because the processing ceased prematurely. I
am sure you can now understand that although we did not actually receive your account
close form until October, even if we went back to August when you first
mentioned account closure if a merchant provides a 30-0day notice but then
starts processing with another company before the end of the 30 days, it defeats
the purpose of the requirement to provide the notice to begin with. This is why you were found in breach.

I hope this aids in your understanding of why this fee was
applied. The fee is determined to be valid. We thank you for the time that you
spent with us at Worldpay from FIS. Please let me know if I can be of further
help.

Thank you,

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

Business Response
Date: 04/29/2024
Good Afternoon,
Thank you for your reply. As I previously explained, as you did not continue to process as normal during the 30 day notice time frame this is considered a breach in contract. I understand you do not like the answer, but unfortunately a 30 day notice is required as part of your terms and conditions. To say that the terminal was active the entire time, but you just stopped using it , and were not processing by any other means does not change the fact that you did not continue to process as normal through out the 30 days as required. If you cease processing during the 30 day notice, it defeats the purpose of providing the 30 day notice that is required to avoid the early termination fees.
I hope you have a wonderful rest of the week this makes more sense.

Thank you,

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

Customer Answer
Date: 05/01/2024
Better Business Bureau:

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

I did give the 30 days notice before moving over to make transactions with any other provider. if you have a proof that otherwise occured you need to provide it

Regards,

***** ********
Initial Complaint
Date:04/14/2024
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.
July 2021 Worldpay added an “opt out” review tracker program to our account without consent or even our knowledge. They’ve been charging our account for four years. We never signed up for this of even knew what it was. I’ve tried to negotiate through our point of sale company who requires us to process with Worldpay solely to no avail. I want all money they took without consent returned. There are other folks like me who use the same point of sale company (**********) that are unaware of these charges. Hungrrrush will do nothing to correct this.
Just two partnered unethical companies that deserves to be investigated at minimum. Thank you for reading. Contact me for any information or details I can add. This is the first time I’ve ever done a report like this. They motivated me to do so because I just know there are others unaware like I was.
Business Response
Date: 04/15/2024
Good
Afternoon *****,

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. I appreciate the opportunity to research and was able to verify the
following advanced notification regarding ****** ********:

**On March 31, 2020, an email regarding ****** ******** was first sent out to the Signers email on file
**On April 1, 2020, a follow up email was sent with enrollment information.

Although your
account was enrolled and first billed for ****** ******** in July 2020, the first
call into support I see inquiring specifically about ************* is on March
15, 2024. As per the Merchant Terms and Conditions it is a merchant
responsibility to reconcile daily and let us know with in 30 days of any billing
statement or report if there is a issues so we can review and assist in any issues
in a timely manner. As you have been enrolled in the service for almost 4
years, I was wondering if you had any documentation or verification, you had
called into support requesting assistance with ************* prior to March
2024? If you can please provide this additional information that will be very
helpful.

That said I
was able to confirm that ************* has been successfully removed from
your account. This will prevent any future billing. Any additional information
or documentation you can provide regarding your request to cancel your *************,
will be appreciated. I will be standing by and will look forward to assisting
you, have a wonderful day.

Thank you,

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

Customer Answer
Date: 04/15/2024
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,

***** ******
Customer Answer
Date: 04/16/2024
I did not knowingly approve any “opt in” or “opt out” programs.
Worldpay should have never set up my account for me I did not knowingly give them authority to do so.
I did not know I was enrolled or that I was being charged for a program that I needed to opt out of. Clearly I am not the only customer they’ve done this to.
Business Response
Date: 04/17/2024
Good Afternoon,

You were provided with adequate notice of the roll out of
this new product and given opportunity to opt out if desired at that time. You could
have also called into Customer Support any time following enrollment if you
wanted to cancel the service as well.

**On March 31, 2020, an email
regarding ****** ******** was first sent out to the Signers email on file
**On April 1, 2020, a follow up
email was sent with enrollment information.
**The first call into support I
see inquiring specifically about ************* is on March 15, 2024.

As per the Merchant Terms and Conditions state the following
from page 1 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…..

That being said if you can please provide any documentation, showing you reached out to Support requesting for the ****** ******** to be cancelled prior
to March 2024 this would be helpful to your reimbursement request. I will be
standing by and will look forward to assisting you, have a wonderful day.

Thank you,

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

Customer Answer
Date: 04/17/2024
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.

Regards,

***** ******
I never saw these emails four years ago. I included screen shots of emails.
it is very important to read the final sentence about it all being terminated after free trial. I never participated or clicked any links provided to choose to start an sccount or anything because I never was aware of these emails. You did and without permission. No one ever followed up about this program in any way with us ever or I would have heard about it. No where does it say I must terminate the account you created.
At least ********** admitted it was a lousy thing to do and they gave completely stopped using these “opt out “ programs with Worldpay.
All charges were unauthorized !

Business Response
Date: 04/22/2024
Good Afternoon,

Thank you for your reply. Although I do understand you are
saying you never saw the emails from 2020 until now, as per the Terms and Conditions
it is still Merchants’ responsibility to reconcile daily, and let us know
within 30 days of any report to let there is an issue. That said although the
first call in to support was not until March 15, 2024, as a service gesture, we
have reimbursed the past 90 days billing.

Although I do understand this is
not the amount you were asking for, we do hope this service gesture is helpful.
The reimbursement was processed to the bank account on file. Please allow 3 to
5 business days for the funds to hit your account. I appreciate the opportunity
I had to assist you and hope you have a wonderful rest of the week.

Thank you,

Krista A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Initial Complaint
Date:04/08/2024
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.
April 8, 2024

We use a company called Authorize Net as a gateway for credit cards. Our credit card processor is WorldPay. Both agencies validate we are PCI compliant. Our bank statement has WordPay (SECURITY CARD SER) taken out ($90.34) for being noncompliant. If I"m understanding correctly will be taking this fee out monthly. I called security card services to verify this is an error.(###-###-####) I have been on the phone since 11, it's, now 4:03, and transferred 14 times! No one knows anything - they refuse to let me speak to a supervisor.

The company is unresponsive to its customers. I would like our fee of $90.38 returned.
Every representative we have spoken to, although polite, doesn't seem to have a good grasp on English, and they keep referring me to the same number for help
Business Response
Date: 04/09/2024
Good
Afternoon *********

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 due to confusion around the Regulatory Compliance fee. This is not
a monthly fee nor is it in any way affiliated with your PCI compliance, but I
completely understand why there would be confusion.

As a
processor we incur the costs of certain regulations and other requirements for
our merchants. To stay compliant with the IRS, we process our merchants’ 1099-K
forms. To help cover the cost of this process, Worldpay Integrated Payments
charges a regulatory compliance fee.

The
IRS requires all merchant acquirers and processors to report merchant credit
card processing. The credit card industry must provide a 1099-K form to the
IRS, reporting all merchants tax identification number (TIN) and tax filing
name. The regulatory fee is assessed for processing the 1099-K form on behalf
of all of our merchants and ensuring the proper filing of this form. This is an administrative cost; it does not
mean that merchants are being billed to get their 1099k form.

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

Thank you,

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

Business Response
Date: 04/16/2024
Good Afternoon *********

I hope you are having a wonderful day. I received confirmation
that someone from our ISO Support Team was able to reach out to you directly and
go over the annual fee that was assessed, and I was told that this has been
resolved.

I appreciate your patience while we worked to fine someone
to help you understand the charge, and I am grateful we had the opportunity to
assist you. 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: 04/16/2024
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. We decided to look into another processor.

Regards,

******** ********
Initial Complaint
Date:04/05/2024
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.
Starting February 21, 2024 we contacted WorldPay/FIS in regards to using them as a credit card processing needs for our small Chiropractic Office. We were contacted by an Sales Executive Paul Biledeau who assured us there would be no contract and that we needed to purchase two machines at $425 apiece. After recieving/setting up the equipment on March 1, 2024, we bacame aware that the service was incombatible with our program. We immediately called to cancel service and return equipment the same day. The Sales Exec told us he needed to generate a return and account cancellation. After a week with no response, We called directly to company and recieved a return label and were told we had a 3 year contract that needed to be cancelled. After returning equipment and recieving confirmation of delivery on March 11, 2024, We were tod it would take 7-10 business days to get our refund of $902.10. After repeated phone calls starting March 25, 2024, the comapany keeps starting new cases and seemingly will not be refunding. Big regrets working with this unprofessional comp
Business Response
Date: 04/09/2024
Good Afternoon *****,

Thank you for reaching out to the
Better Business Bureau regarding your former processing account with WorldPay
from FIS. We apologize for any inconvenience you have experienced. I forwarded
your informtion to Paul Biledeau and he confirmed that your account can be
closed without penalty of early termination. He and his leader have also
approved the reimbursement request.

I confirmed the account was
successfully closed 3/18/2024. If you can please confirm that the bank account
we have on file is still active and able to receive deposits, we can move
forward with the reimbursement request as soon as we have confirmation.

Please confirm:
R&T: *********
DDA: xxxxxxxxxx****

I appreciate the opportunity to
assist you. I am standing by and will look forward to hearing back from you.

Thank you,

Krista A******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
Initial Complaint
Date:04/02/2024
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.
Our interactions with Worldpay have been marred by unwarranted billing, a complete lack of responsiveness, and convoluted payment systems. Initially hit with a $100 noncompliance fee, we promptly paid, only to find the same fee on a subsequent invoice. We blocked this payment and sought clarification through their support system, receiving no response. This silence set the tone for all further attempts to communicate, despite our receipt of threatening notices regarding our account's status.

Through five support tickets, we endeavored to understand the repeated noncompliance fees, affirmed our willingness to pay all legitimate charges, and sought guidance on navigating their payment portals—all to no avail. Our decision to terminate the agreement due to this ongoing non-communication was conveyed through the same unresponsive channels. Despite this, and our attempts to settle an outstanding processing fee balance of just over $80, we were barred from making payments. Meanwhile, our total balance has unjustly inflated to over $380, driven by additional noncompliance fees levied monthly, despite our clear termination of the agreement.

This escalating balance, in light of our termination and the absence of clear communication from Worldpay, highlights a significant administrative failure on their part. We are seeking an immediate and thorough response to rectify these issues: a detailed breakdown or removal of the noncompliance fees, a viable method to settle the legitimate processing fees, confirmation of our contract's termination, and an adjustment of our account to reflect only rightful charges. Our goal remains to amicably settle our dues, contingent upon Worldpay's engagement and resolution of these unwarranted charges.
Business Response
Date: 04/03/2024
Good Afternoon *********,

Thank you for reaching out to the Better Business Bureau regarding
your processing account with Worldpay. We apologize for any inconvenience you
have experienced regarding your *** Compliance. As you may already know, *** compliance
for our merchants is maintained and monitored by a third party called *************.

After receiving your message, I was able to log into the *************
portal and pull up your account. I was able to look over the communication
history for your Merchant ID and verify that they have sent you multiple emails
over several months trying to help you. They have sent numerous notifications regarding
your noncompliance status as well as providing login information and contact
information for support (please see attached).

****Although we do not reimburse for *** noncompliance as it
is a Merchant’s responsibility to maintain their compliance, if you can locate
the emails, you have been sent and follow the instructions to take care of your
compliance, this will prevent any future billing from occurring****

In your notes I read that you said there are five support
tickets, but I am unable to verify any calls into support in this account. If
you can please provide the Merchant IDs for all of your accounts as well as the
case numbers for the five cases you say were opened, I will be happy to
research further.

I hope this is helpful. I will be standing by and will look forward
to hearing from you.

Thank you,

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

Customer Answer
Date: 04/03/2024
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.

After carefully checking our records, we found the emails from ************* in our spam filter, shedding light on the missed *** compliance communications we had been searching for within Worldpay's system. This discovery, though enlightening, brings us back to our main concern regarding the significant lack of response to our multiple attempts for clarification through support inquiries (case numbers ********, ********, ********, ********, ********, ********). We are thankful for your recent response and recognize that earlier engagement from your team could have significantly eased navigating this issue.

The information you provided was precisely what we had been seeking through our previous support requests. Additionally, the transition to collections and legal threats, considering our documented attempts to engage and seek clarification, including our clear intention to terminate our agreement due to ongoing challenges, was particularly disheartening.

It's critical to highlight that, despite our expressed termination of the agreement, we continue to receive monthly noncompliance fees. This ongoing issue underscores the need for a comprehensive review of our account.

To move towards a resolution, we propose to pay any outstanding processing fees, including noncompliance fees, accrued up to the point of our communicated intent to terminate the agreement. In exchange, we request a formal letter of agreement acknowledging this settlement and confirmation of the closure of our account, ensuring no further fees will be assessed. This step will provide clarity and closure for both parties.

Despite these hurdles, we remain committed to finding an amicable solution that is acceptable for both parties. We trust in Worldpay's acknowledgment of our earnest attempts to communicate and look forward to collaborative action to correct the billing and support discrepancies we've encountered.
Business Response
Date: 04/10/2024
Good Afternoon,

Thank you for this additional information. Please accept my
apology for any confusion. The emails you replied to that are connected to the
case numbers you provided are not directly attached to your account nor are
they monitored by Customer Support. These are all Collections related emails asking
for you to please call in as soon as possible at the number provided to discuss
payment arrangements or to promptly mail payment to the address provided.

I verified there are no cases in your account showing you
had called in to Customer Support at any time requesting assistance. At the top
of every merchant billing statement, you will see the Customer Support number
is provided. Unfortunately, because the appropriate steps to close your account
were not taken the account remained opened. In order to get your account closed
and prevent any future billing you will need to please call Customer Support at
your earliest convenience ###-###-####.

***Please note that only the Signer/Owner on the account can
request closure and they must be able to pass security verification to do so***

Additionally, any negotiations you would like to make
regarding the balance due will need to be made by calling Collections directly.
Please call them at the number that has been provided to you in the Collection
emails. They have a wonderful group of people over there who will be happy to
help take the necessary steps to bring your account into good standing.

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
Initial Complaint
Date:03/12/2024
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.
* I have 2 merchant service terminals with this company since 2017
* I wanted to cancel both accounts at 2 separate times.
* 1st account request was on 10/3/23. Reason for closing Worldpay didn't interface with new software. Rep closed account I asked if I'd get a final statement and was told "no".
* 2nd account was on 11/21/23. Reason the hard terminal haven't been working for months & I was told it was obsolete and I needed to purchase a new one at a cost of $350. This cost was not cost effective for me as we don't use it that often. So I asked to close the account. Never in both transactions was I told that there was any fees associated with this.
* January 2024 I received my bank statement and there was 2 $495.00 fee deducted from Worldpay.
* I called the company to inquire and was told these fees were for "Early Termination Fee". I expressed that not one rep told me about this fee and I had been a client since 2017. We no satisfaction I asked to speak to a supervisor. The supervisor told me they would not waive any fees and I asked to speak to his manager. The manager told me to refer back to my original agreement..
* I located my original signed contract dated 8-13-17 and on the 4nd page under "Special Instructions" the words "No early termination fee" are typed.
* At this point I have found that this company is impossible to work with & I'm asking BBB for help.
Business Response
Date: 03/13/2024

Good
Afternoon ********

Thank
you for reaching out to the Better Business Bureau regarding your former
processing account with WorldPay from FIS. We apologize for any inconvenience
you have experienced. If you can please provide the Merchant ID number(s) for
the account(s) in question and the date in which that specific account was supposed
to be closed and why, along with the signed account close request form, I will be happy to research into this to see
how I can best assist you.
Also please note I was unable to open the documents you attached due to a format error. Attached you will see a screen shot of the error I received. if you can please save these in a different format that would be helpful.
I
will be standing by and will look forward to assisting you, have a wonderful
day.

Thank you,

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

Business Response
Date: 03/21/2024
Good Afternoon ********

I hope you are having a wonderful week. Thank you for providing
the attachments. I was able to locate both
of your signed Merchant Agreements on file and after reviewing it has been
determined that your request for reimbursement of the early termination fees in
the amount of $495 per account for a grand total $990 is indeed valid.

Please accept our apology for any inconvenience you have experienced.
Please note that although the request for reimbursement has been submitted it
can take up to 14 days to process. I appreciate your patience while the refund
is processed to your account. I am grateful that I had the opportunity to assist
you. Please let me know if you have any questions.

Thank you,

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

Customer Answer
Date: 03/26/2024
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,

******* ******
I've checked my bank account and WorldPay has credited me both fees of $495 for a total of $990.00. Thank you so much for your help in resolving this matter.
Initial Complaint
Date:03/11/2024
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.
Contacted Worldpay on Sept 3 that the restaurant has been sold and I no longer receive any services. I am still charged for the monthly pay of $50 and some other charges: $183.07 on Oct 2023 and $100 on Jan 24, 2024. I have not used Worldpay since I sold the restaurant. I did not receive the services.
Business Response
Date: 03/13/2024

Good
Afternoon ******

Thank
you for reaching out to the Better Business Bureau regarding your former
processing account with WorldPay from FIS. We apologize for any inconvenience
you have experienced. If you can please provide the Merchant ID number(s) for
the account(s) in question, along with the signed account close request that
you provided to us, 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,

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

Business Response
Date: 03/21/2024
Good Afternoon ******

I hope you are having a wonderful day. I received verification on 03/19/2024 that your account was successfully
closed. I see that this account close form was signed March 11. The most recent
notes indicate that you changed ownership of the company but that the new owner
went with a different processor. There was no 30-day notice provided prior to
the selling of the account.

Here is what I have been able to verify so far:

•            The Change
of ownership form was sent on 9/3/2023, in case ******** but case was closed on
9/12/2023 due to no response.
•            Then the
new owner called in 9/12/2023 but he was told that as the old owner did not
complete the change of ownership process, and he would need to reach out to her
to ask her to contact us to complete the process.
•            9/22/2023
Merchant called in requesting totals for September. The advisor recommended you
log in to IQ multiple times to get the informtion from your portal, but as
Merchant refused the advisor went ahead and provided the informtion.
•            Then on
11/5/2023 the Merchant emailed to a previous thread in the closed case ********
that the change of ownership form was sent out from, regarding charges to their
account saying she sold the business, and the billing should be going to the
new owner, but as the case she was emailing was closed there as no action
taken.
•            3/11/24
the Merchant called in and said she sold the business and that she returned all
the documents back in September. As we do not show any documents were returned
to us. I will request the Merchant to please send me the signed documents that
she sent back in September.
Please note that in situations where a merchant does a
change of ownership, and the new owner stays with us and continues to process,
any early termination fees for the previous owner are waived. In any case where
there in no notice provided, and the new owner does not continue processing
with us a $495 early termination fee would be assessed.

As I have been unable to verify that the change of ownership
form was ever sent back to us, and I have no record of an account close request
dated before March 11 providing the required 30-day notice before you stopped
processing in August, any documentation you can provide will be helpful. I will be standing by and will look forward t hearing from you.

Thank you,

Krista A******
****** ********* ******* ******* *
Operations Service
Excellence - US Complaints

Customer Answer
Date: 03/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I do not think it is right to charge someone for a service he/ she no longer receives.

Regards,

***** *****

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