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:03/08/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged a large $495 early termination fee 8 months later despite giving 30 days written notification per instructions given to me by worldpay via email. When I called 2 weeks ago to inquire, I was told I breached the contract in that I did not provide 30 days notice however I did to the best of my knowledge and proccess. The problem was that my electronic medical record/documentation (EMR) and billing system was set up with WORLDPAY/FISGlobal for processing copays. When I terminated use of my EMR, my account with the EMR was "turned off" as requested, that inturn I believe disconnected worldpay/fisglobal. However, I was not aware that this would be a "breach" as I did not know the termination process on behalf of the EMR in regards to how it disengages from WORLDPAY/FISGlobal. No one told the middle man- me! When I called to inquire with WORLDPAY, I was told that I did not do my due diligence for "normal processing". However, there was no further payments to process. I gave them 30 days notice and paid their monthly minimum procressing fee. In the agreement It reads that I would agree to be charged this fee "in light of the financial harm it would cause to WORLDPAY/FISGlobal for my early termination". This exhorbant fee is more than an entire year of their "minimium $30 monthly procressing fees" which they did charge me for for the month. There was NO business respectable letter indicating a breach or fee until January 2024! As a small SMALL business with processing fees for the previous 3 months of a total only $17.39 you can see that I clearly had very little $$ to process, hterefore little income! The $495 has caused my business financial harm. WOLRDPAY/FISGlobal absolutley did not seem to understand that I cant terminate my EMR according to their timeline.
Business Response
Date: 03/11/2024
Good Afternoon *******,

Thank you for reaching out to the Better Business Bureau
regarding your former processing account with Worldpay. We apologize for any
inconvenience you have experienced and appreciate the opportunity to address
your concerns. I believe there is some
confusion regarding the Terms and Conditions 30-day notice, and I hope that I
can provided some clarification.

***Please Note: The 30-day notice is meant to be an advanced notice that is provided before you stop processing.

The date you signed the account close form is the same day
you state you will no longer be processing and therefor would not be considered
advanced notice. If you read Section B of the Terms and Conditions you provided
regarding “Exclusivity”, you will see that it states that you shall exclusively
receive services from us. If you provided a 30-day notice but then immediately moved
to another processor and began processing with them prior to the end of the
30-day notice period, you are then not meeting the terms of your agreement regarding
the exclusivity or the advanced notice and are therefore in breach of contract.

Although I do understand you are unhappy about receiving the
early termination fee, I do hope it is helpful to understand why the early
termination fees is valid. Please let me know if you have any questions. 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: 03/11/2024
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 did not stop the processing of payments on my part. I stopped using my EMR and when they terminated my account THEY termed the processing on their end. However, I am 100% sure I still had online access to worldpay to process anything necessary until the 30 days ended. It was world pay that closed my account on the same day that my emr. So worldpay closed my account too soon. I let worldpay know when i was terminating my emr. They closed it based on that date. Luckily I did not need to process anything. The fact that my emr disconnected from worldpay did not mean I disconnected from my services at worldpay. As far as i knew I still had access online to worldpay to finish out the remaining days. There should be something on the term form that allows you to term from your connected billing software without losing online access or allow for someone to check the box to keep the online terminal access for the specified normal processing time. As far as I am concerned my online terminal was active until the 30 days.

Regards,

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

Business Response
Date: 03/18/2024
Good Morning,

Thank you for your reply. I apologize for any confusion. Please
see the attached account close form. You will see that you signed on 6/13/2023,
and you will also see in the field that reads “effective date of closure” you
wrote 6/13/2023 as well. This would indicate that you wanted immediate closure
with no intention of continued processing.

If this date had said 7/13/2023 any other date beyond 30
days for that matter, that would have indicated you were providing a 30-day notice.
The account would have remained opened until that date, and you would have continued
to have access to the virtual terminal online. Unfortunately, although you are
correct, the online portal would have afforded you the opportunity to continue processing,
because you wrote that “effective date of closure” was 6/13/2023, the close was
effective immediately.

As The Account Close Team did exactly what you instructed,
and unfortunately, as 30-day notice was not provided, the early termination fee
is deemed valid. I understand this is not what you were hoping for, but I hope
that you at least have a better understanding of why. I am happy I 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: 03/18/2024
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: 03/18/2024
This jargon is so new to me as a new business owner. So much try to process as a startup. These fees are set up to catch people who trip when they are getting started. I should have asked more questions before signing.
Initial Complaint
Date:02/28/2024
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.
**** ***** *******, Merchant #************ was a victim of "card cracking" on October 22nd 2023. Card Cracking is when a BOT runs high speed purchases with random 16 digit numbers on a shopping cart. The card cracker looks for successful card numbers to sell via the black market. The card cracker BOT generated around 700 transactions per hour. **** ***** did not understand what was going on. FIS attempted to withdraw $5,343.07 in fees for the "card cracking" fraud from **** ****** bank account, but ********** Bank blocked FIS. Later, a **** ***** customer, **** ***, made a $925 landscaping down payment via the shopping cart on 1/6/24. FIS & WorldPay stole the payment from **** ***** to pay themselves for the erroneous fees they charged. They're also wanting another $4,418.07 in fees. I'm an independent contractor & manage the **** ***** web site & have disabled the shopping cart until these fees are reimbursed back to **** *****. I contacted FIS on behalf of **** ***** ******* on January 11th. I was on the phone with FIS for over an hour being transferred from one department to another; collections, risk, fraud, customer service. No one clearly knew how to achieve the refunding & fee waiving, but FIS said that refunds were given when fraud occurred. I was told that a fraud investigation would have to be done & completed before a refund could be issued. I requested this investigation. No one called or emailed me & I made a second phone call to FIS on January 19th. This 2nd phone call resulted in **** ****, a FIS employee sending an email on urging someone to contact me at **************************** or at ###-###-####. No one from FIS or WorldPay contacted me. I contacted FIS again on 2/26/24 & was on the phone for yet another hour with no success. Sent an email to ************************, *****************************, and ******************** & informed **** **** that I'm requesting her to coordinate what needs to be done for these refunds & fee waiving to occur.
Business Response
Date: 03/15/2024
Good Afternoon,

Thank you for reaching out to the Better Business Bureau
regarding this processing account with Worldpay. We apologize for any
inconvenience you have experienced. As I shared before, a third party manages this
account.

Please keep in mind as I also shared in the previous case, unfortunately
you are not listed as a contact on this account. Please understand that due to
the secure nature of this account, we are unable to provide any informtion to
anyone other than the owner regarding these matters.

That said, although I am fairly certain that this was
already previously resolved in the prior complaint, I did go ahead and forward this
to the appropriate team. I hope you have a wonderful rest of the day and please reach out
to the owner on the account regarding verification of action taken.

I hope this is helpful, and that you have an enjoyable weekend.

Thank you,

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

Business Response
Date: 03/25/2024
Good Morning *******,

I hope you had a wonderful weekend. I apologize for any confusion. As Mary had confirmed with you previously, the $925 is not related to card testing. As the card holder already filed a chargeback there would be no need for an additional refund to be processed.

Please understand that once a chargeback is filed as long as a Merchant does not interfere with the chargeback process, the card holder is reimbursed automatically through the dispute. Unfortunately, because your bank did a stop payment on the $925, when we tried to debit the $925 from your account to fulfill the dispute, this interfered with the chargeback process. You will now need to go through the Disputes Department. There is unfortunately no way around this.

For further assistance you will need to please call Merchant support at ###-###-#### and let them know that you have a chargeback that you need assistance with. They will be able to get you to the Disputes Department. They can help you with the next best steps.

Thank you,

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

T: ###-###-####
Customer Answer
Date: 03/29/2024
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.

**** ******’ bank put a block
against WorldPay during the week of November 27 because WorldPay attempted to draft $4,637.31
from the **** ***** checking account. WorldPay made the **** *ow $925 payment part
of the card testing on January 6 – WorldPay seized the $925 to reimburse the $4637.31
of erroneous fees WorldPay charged to the **** ***** account. The **** *ow
payment was to pay **** ***** ******* to deliver trees. **** ***** was low in
inventory and needed to source trees from a supplier. But without the $925
payment, **** ***** had no capital to source trees for **** *ow. **** *****
delayed the **** *ow delivery until the week of January 15th in the
hope that I could get a quick reversal of the Gateway debit. That reversal did
not happen in time, **** *ow became frustrated, and **** *ow requested to his
bank a chargeback after January 15. **** ***** never received the
$925 and WorldPays’ inability to comprehend the facts or their insistence to
keep $925 that does not belong to WorldPay is a waste of time. My next step is
to file a complaint with **** and any other government agency that would be
very interested in how WorldPay mishandles merchant accounts.
Regards,

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

Business Response
Date: 04/02/2024
Good Afternoon,

I hope you have had a wonderful week. I apologize for any misunderstanding.
Although it is not Worldpay’s fault when a Merchant experiences fraud, we do sympathize and want to help out as much as possible
when something unexpected like this happens. As I shared previously, I am happy that we were able to waive the $4418 balance for the processing fees caused by the fraud/card testing.

As I explained before the $925 was not related to the card
testing. The card holder/card holders card issuing bank filed a chargeback for
the $925. Your ban rejected the ACH debit to your account for the chargeback that the
card holder processed. Had your bank allowed the chargeback to be completed, this
situation would have not occurred. Unfortunately, now that it has occurred, you
will need to please reach out to the Disputes Department for any further
assistance and they will be happy to advise next best steps. Please keep in
mind the disputes process is time sensitive.

Although I understand that you are having difficulty with
this being the answer, I do wish you the best and hope you have a wonderful
rest of the week.

Thank you,

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

Customer Answer
Date: 04/11/2024
The entire amount to be waived is $5,442.24. **** *ow did not request a charge back until the end of March. There is no record of world pay trying to collect for a charge back until the March 30th email sent by ****************. world pay is responsible for refunding $925 back to **** *ow, not **** ***** *******. Attached is timeline and supporting documents.

******* ******** *** **** ***** *******
Business Response
Date: 04/15/2024

Good Afternoon *******,

I apologize for any confusion. I will do my best to explain.
Beginning in August 2023, you began having billing rejects. Although you were
continuing to process and use the services, when we tried to debit your account
to collect the monthly processing fees there was not enough money in the
account to cover the debit, so it was rejected by the bank with an insufficient
funds message causing an ACH reject to go to Collections.

Please see attached Excel spreadsheet showing ACH rejects
since August 2023 to help identify the billing and chargeback debits.

***As
we were able to verify that card testing did occur in your account in
October, the Fraud Department was able to work with the Collections team
to waive $4,418.07 of that balance as fees that were generated by fraud.
***The
settlement of $925 was held and applied towards your outstanding balance
on 1/6/2024.
***The
Cardholder filed a chargeback and received their funds back via the
chargeback process. However, the settlement was held and applied to your
outstanding debt and the return was unable to be collected, which caused
your outstanding balance in increase.
***As
of April 9, 2024 the balance still due in Collections after batch
withholdings is $1,024.33.

When there is a balance due from
billing/debit rejects Worldpay will attempt to recover what is due by batch
withholdings. Batches will be held, and the balance will be deducted until the
balance has been collected. The $925 that you processed in January was withheld
to cover billing and chargeback that had been rejected outside of the fraud
that occurred. Please keep in mind it can take up to 20 days for rejected fees
to show in Collections therefore any recent ACH reject will not be calculated
into this total.

Please understand we do not file chargebacks; we only
facilitate communication regarding chargeback. When your cardholder filed the
chargeback February 26 the card holder was reimbursed for the $925. When we
attempted to debit your account to recover the funds that had been reimbursed
to the cardholder, your bank rejected the ACH debit. Now that the dispute has
officially been decided in favor of the card holder, the ACH reject just as the
others beginning back I August of last year, will follow the Collections
process of batch withholding and repayment communication in attempt to bring
your account into good standing.

Currently the best option for you is to work with
Collections Leaders to bring your account in to balance. Please call ###-###-#### (Monday thru Friday 8am - 5pm EST) and they will be happy to help you.
I hope this 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

Customer Answer
Date: 04/23/2024

I have no email records from world pay providing an explanation or
attempts to debit on all the line items of the provided spread sheet.

Line items 10, 11 and 12 have explanations from **** ****** Bank.

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

Business Response
Date: 04/29/2024
Good Morning *******,

Thank you for your
reply. As I previously confirmed,
although you continued to process transactions using our services, you then rejected
all billing for that processing as well as the ACH debits for any chargebacks
filed by your customers going all the way back to August 2023. These ongoing
ACH rejects caused your account to be in the rears for the past 9 months. Batches
were then withheld in an attempt to recover the balance that was accumulating for
the unpaid fees and chargebacks that rejected.

Please note that it is a
Merchants responsibility to reconcile daily. You received invoices in the form
of monthly billing statements every month, showing exactly what your monthly
fees were. You also received chargeback notification any time a chargeback is
filed. Please note it is also a
Merchant's responsibility to also make sure there is enough money in their
account at all times to cover the ACH debits for their monthly billing as well
as any chargebacks that they may be filed.

The line item response you
noted from the bank on the spreadsheet provided were for insufficient funds,
then it appears we were blocked by your bank. For any furhter questions regarding
the bank responses, you will need to please ask your bank. We have provided
you with as much information as we can. You will need to please contact
Collections Team as previously directed and work with them directly for any
further assistance. They will be happy to work with you to bring your account
in to good standing.

I hope this is helpful, have
a great day.

Thank you,

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

Customer Answer
Date: 05/07/2024
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.

******* ******** *** **** ***** *******
Customer Answer
Date: 05/23/2024
I reject because their figures provided do not match with my records. Worldpay also never sent any information to **** ***** on upcoming draft amount or explanations.
Business Response
Date: 05/31/2024
Good Afternoon,
All account activity, including invoices and chargeback
details are locating in your online portal at ****************, under Reports & Statements.
Please reach out to Worldpay Collections to bring
your account to a current standing: ###-###-#### - Monday thru Friday 8am -
5pm EST.
Thank you.
Pamela
Initial Complaint
Date:02/22/2024
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 are a seasonal motel and have been processing our credit cards through WorldPay since May 2021. We have been charged over $200+ a month for their processing services for those months during the time our motel has been closed (November-May) . At the close of 2023 season in October our terminals were no longer active for charges and no payments were able to be processed through WorldPay. I contacted WorldPay to close our account and they are now demanding that we pay 495.00 to close the account, because we didn't give them a 30-day notice. Asked if they could just close the account after 30 days, they stated that we Can Not give them a 30-day notice because we are Not Processing payments, yet we are Currently paying for their Processing services every month. The credit card terminals that they have provided for us are integrated into our ********** ******** system, and ********** ******** is no longer accepting payments through WorldPay. We attempted to come to some reasonable resolution without any results at all. We believe these practices to be unreasonable and unjust.
Business Response
Date: 02/23/2024
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. If you can please provide the Merchant ID number(s) for the
account(s) in question. 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

Customer Answer
Date: 02/26/2024
Better Business Bureau:

****** *******
Client Relations Account Manager I
Operations Service Excellence - US Complaints
has requested that we provide our merchant Id number, our ID number is ************* our property name is ********* *************
Business Response
Date: 02/29/2024
Good Afternoon,

Thank you for providing the additional information. I am actively researching, and I am hoping you
can please provide a little more information regarding your account close
request.

I was able to see that
you called in November because you said you had switched processors. I also
verified that the last day of processing was October 8,2023. As you were
advised previously in order to avoid early termination fees a thirty-day written
notice is required, and a Merchant must continue processing throughout the thirty
days as per the terms and conditions to meet the obligations of their agreement.

Did you by any chance
call in prior to the end of your season to provide a thirty-day notice? If you
please provide any documentation you may have that would be very helpful. I appreciate
you providing any additional information you think would be helpful. I will be 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

Customer Answer
Date: 03/15/2024
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.

Hello we have closed that account would it be possible to send us a check to our address at **** ********* *** ***** ***** ** *****?
Make payable to ***** ***** *****.

Regards,

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

Business Response
Date: 03/18/2024
Good Morning *****,

Thank you for confirming the Legal Address as the preferred mailing
address. I sent I the request to have a paper check reimbursement in the amount
of $895 for the fees charged in November, December and January billing as
follows:

01/31/2024 -$232.19 ********* ******** ************* ***
11/30/2023 -$232.19 ********* ******** ************* ***
12/31/2023 -$431.19 ********* ******** ************* ***

The Reimbursement Team responded back
that although they are happy to assist with a paper check reimbursement, there
is a balance due in the account in the amount of $495 for the early termination
fee that needs to be brought in to balance first. Looking over the case notes I
do see that the Early Termination fee was discussed with you. Although I
understand you said you could not be expected to process as normal during your
off season, in order to meet the Terms and Conditions of your agreement, appropriate
notice would have been required prior to end of your processing season if you
were intending on closing the account.

That said, I was provided two options
to assist you. We can either deduct the $495 from the reimbursement for the
fees you were charged in error, or you can choose to pay the $495 as a separate
transaction and then the full reimbursement will be processed. Please let me
know how you would like to proceed.

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: 03/21/2024
Better Business Bureau:

Hello, we like them to deduct the 495.00 and mail us a check for the difference. Thank you very much for all of your help.

***** ********
Business Response
Date: 03/27/2024
Good Afternoon *****,

Thank you for your reply. I am happy to report that I received
confirmation that the payment request has been processed. I also verified that the
check should be mailed out on Thursday March 28, in the amount of $400.57.

A request has been sent to the Collections team, to clear your
balance. This will bring your account into good standing. I am happy I had the
opportunity to assist you and hope this is helpful. I hope you have a wonderful rest of the week, 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: 04/02/2024
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.

Regards,

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

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.

Complaints

Find a Location

Worldpay

Worldpay

Worldpay

Worldpay

RBS Worldpay

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Initial Complaint

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Initial Complaint

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Worldpay is NOT a BBB Accredited Business.

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

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Worldpay is NOT a BBB Accredited Business.