Complaints
This profile includes complaints for Shift4's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 138 total complaints in the last 3 years.
- 33 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/03/2024
Type: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.
Back in September 2023 we were looking to change POS systems for our business. Early October, the equipment arrived and an installer showed up to install the equipment. First, the installer advised all the equipment needed to open for business did not show up. He advised we would not be able to open back up for business with his company until all equipment could be delivered. We were then advised that the equipment needed was out of stock and or backordered with no information on when it would be available. We then had the installer hook up the POS to give us a quick demo on the system. It was at this time we decided to not change POS systems and stay with our current system. The installer helped re-packing the equipment and we were advised that shift4 would send us return labels within 72 hours. After many emails and many phone calls, eighteen days later shift4 sent us return labels for 5 of the 10 items needing returned. We then made contact again by email advising we only received labels for 5 items. After 3 more sent emails, no one ever responded to us. Months later, December 18th, we received an email stating we would be billed for the remaining equipment not returned. We then called, again, and advised that we have been trying to get the labels to return the equipment with not assistance. On December 21, we were billed $111.00 for unreturned equipment. We agian called, and were advised that return labels would be sent within 72 hours, no labels sent via email. We called again, and this time we were promised return labels would be personally sent in the mail. Now, January 3rd, we still have not received return labels. At this time, I am requesting a full refund of the $111.00 to my bank account. I am requesting that someone actually send me the return labels so that we can return the 5 items of equipment. I am requesting that someone who says they will send the labels actually sent the labels. Then please delete my account.
Business Response
Date: 01/16/2024
Hi ****,
We thank you for the opportunity to address your concern. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to reach out via [email protected] or ******************.
Thank you,
********************;Initial Complaint
Date:12/28/2023
Type: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.
Before I signed up for Harbortouch/Shift4, I specifically asked the sales guy if there was a contact or termination fee, and he very specifically responded (in email) that there was not a contract or early termination fee. I reviewed the entire merchant processing agreement, and nowhere does it state a contracted time frame.Now, after experiencing poor service and increasing monthly costs, when I went to cancel my account, they tell me I am under contract and they are going to charge me early termination fees. After discussing with them that nowhere on my signed agreement does it specify a contract term or termination fees, they tell me its listed on their term and conditions on a completely separate form (never provided to me, I certainly never signed it) and that I'm bound to an undisclosed contract without my signature, knowledge or consent.Either the "Regional Manager" that sold me on the services was lying, or the company is using fraudulent bait and switch techniques to try to force me to stay or pay.Business Response
Date: 01/16/2024
Hi ****,
We thank you for the opportunity to address your concern. I have taken the opportunity to review your concern and your account. As per the conversation on 12/29/23, your end of term is 4/22/24 even though you have switched processors already. You also mentioned that you did not execute the agreement yet accepted numerous deposits starting in April 2022 which would need to be returned if determined that the account was fraudulent.
In an effort to assist you and for the safety and security of this account, we require that you contact our team directly via ****************** in order to verify you and see what can be accomplished.
Thank you,
***************Initial Complaint
Date:12/08/2023
Type: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 transferred a business on 12/2019 called ************* ***** **** Corporation, Address: *************************************, Humble, TX *******. Phone: **************. The documentation was made during that time, the business was transferred to ********************************* with all the equipment. I don't know why but my name was still on the account that they were using for payments up to last month, I kept making repeated phone calls saying that I was still receiving emails from Shift4, they finally closed down my account, this should have been done 2 years ago. On 12/8/2023 I am getting an email to my personal email that I need to return some equipment PAX A930, due date 01/07/2024 Value $750, if not, I would be billed for it. This is nonsense, the transferred was made 2 years ago and I have no relation to the business, this is another error on Shift4 part, not only was my account not closed properly and my name taken off the business relationship in a timely manner but now I am being charge for equipment that should have been transferred to the new ownership. I spend 1 hour (Ticket #*******) trying to settle this, but customer service & supervisors were no help, I spoke to ******, he closed the ticket as being resolved, which was NOT. I request that my name be taken off any relationship with the business & that you fix the transfer of the equipment to the new ownership (something that should have been done by you 2 years ago), given that when I requested the transfer of the business & specifically requested equipment be transferred and all the documentation that you gave us at that time was filled correctly. I am attaching copies of emails for the following subjects:- Name taken off finally -Stop receiving emails finally -Equipment billing Charge -Equipment billing trying to resolve (with no solution)Business Response
Date: 12/13/2023
Hi ****,
I am in receipt of your concern. Please allow me an opportunity to research everything and I will reach out to you. In the meantime, please feel free to reach out to our team directly via ****************** or [email protected].
Thank you,
*******************Initial Complaint
Date:11/21/2023
Type: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.
Hello ********, I have contacted our banks VP... He will be providing **** our Bank information... You have our account numbers and routing numbers. **** has gone to great lengths to explain our issues and provide screenshots of our account being drained by your company. Today I had to transfer money to our account so that an employee could cash their check. Really EMBARRASSING!!! I am a single female, small owned business that is being raked over the coals by your company. We've lost $2,000+ in sales due to your equipment failure. Not batching at the end of day when your system has been offline. You have been hacked!!! and it's affecting us negativity!!! Get it together, get it fixed and call me!! ********** ******* ***** ***** ****** ***** *** ********Business Response
Date: 12/04/2023
Hi *********,
I am in receipt of your concern. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to reach us directly regarding this matter via [email protected] or ******************.
Thank you,
*****************************************Customer Answer
Date: 12/08/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that they are actively seeking a resolution that is satisfactory to me.
Regards,
*********************************Initial Complaint
Date:11/14/2023
Type: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 am a small business owner who had a service contract with *********** to process my customer's credit card payments. Approximately 6-8 years ago, I canceled my account with *********** since digital online payments became a better fit for my company's operations. Fast forward to a year (or so) ago, due to the discovery of an unrecognized, monthly recurring charge to my company's bank account, I decided to close my bank account and open a new one with a new account number. Since then, I learned that the recurring charge was from Shift4Payments, which appeared to have bought out *********** and have been receiving collection notices from them. The Shift4 account services phone reps I spoke with over the phone on two occasions disputed that I ever even canceled my old contract, demanded that I prove that I am who I say I am (no joke -- they want me to somehow *over the phone* prove my identity), claimed that I owe them for each month that Shift4 had not been able to automatically deduct their fees from our bank account, and gave me the runaround when I requested formal instructions for closing the account once and for all (they instead kept demanding either my credit card or new bank account info so they could collect what they believe they're owed, as well as continue with the auto-deductions). This company is a slippery snake. Caveat emptor.Business Response
Date: 11/21/2023
Hi *******,
I am in receipt of your concern. Please allow me an opportunity to research everything and I will reach out to you. In the meantime, please feel free to reach out to our team directly via ****************** or [email protected].
Thank you,
*******************
Customer Answer
Date: 11/28/2023
Hello, I was contacted by a rep from Shift4Payments regarding my complaint and was offered a satisfactory resolution. I would like to remove my complaint against the company as the matter is now resolved. Please advise. And thank you BBB for your assistance!Initial Complaint
Date:11/05/2023
Type: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 had Shift4 for 2 months now. System constantly goes down and the company claims its due to update. The state the thing is.. fro example I made over 4k one night and they said my deposit was only 54 dollars. I have to fight for my money to be straighten out all the time. Customers, have been calling in and composing that their card was charge on Nov 2023, but they have not been there since Sept 2023. Customers are calling credit card fraud. I have had to refund a customer, and the other customer was refunded by the bank. This is bad especially for a family owned small business. One customer service representative stated maybe they sold us the wrong machine.Business Response
Date: 11/14/2023
Hi ******,
Your concern has been brought to my attention. I will try to reach you since I am unable to locate an account for based upon the information provided. In the meantime, you can call our team at ****************** or send an email to [email protected] for expedient service.
Thank you,
*******************Customer Answer
Date: 11/14/2023
Shift4, has charged my customers multiple times. Then my customers have the bank reimburse them.. which charges my business bank account for 25.00 per reversal. Shift4 should pay me back for that. Also, a tip was accidentally put in for 3003.00 instead of 3.00. We had Shift4 reverse that transaction before the money ever hit my account. Shift4 then withdrew almost 1400.00 out of my acct claiming to be for the reverse 3003.00 transaction. That doesn’t make sense to me and they owe me this money that they took out.Customer Answer
Date: 11/14/2023
Shift4, has charged my customers multiple times. Then my customers have the bank reimburse them.. which charges my business bank account for 25.00 per reversal. Shift4 should pay me back for that. Also, a tip was accidentally put in for 3003.00 instead of 3.00. We had Shift4 reverse that transaction before the money ever hit my account. Shift4 then withdrew almost 1400.00 out of my acct claiming to be for the reverse 3003.00 transaction. That doesn’t make sense to me and they owe me this money that they took out.Customer Answer
Date: 12/12/2023
Shift4 sleeps taking money out of my account. They have withdrew around 300.00 out of my account in the past week. Also, I’m the owner and they keep saying him not on the account, even though they said I usually deal with Amber Soto who is a worker at Shift4.
Desired Resolution:
Explanation of ChargesShift4, has charged my customers multiple times. Then my customers have the bank reimburse them.. which charges my business bank account for 25.00 per reversal. Shift4 should pay me back for that. Also, a tip was accidentally put in for 3003.00 instead of 3.00. We had Shift4 reverse that transaction before the money ever hit my account. Shift4 then withdrew almost 1400.00 out of my acct claiming to be for the reverse 3003.00 transaction. That doesn’t make sense to me and they owe me this money that they took out.
Business Response
Date: 12/12/2023
Hi ******,
Your concern has been brought to my attention. I will try to reach you since I am unable to locate an account for based upon the information provided. In the meantime, you can call our team at ************ x**** or send an email to [email protected] for expedient service.
Thank you,
***** ****Initial Complaint
Date:11/04/2023
Type: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 closed my business on 8/15/2023. After 3 calls to Shift4 (over the lasts 45 days) to close my account they will not complete the closure. Every time I call they say termination paperwork will be emailed to me. They keep charging my bank account on a monthly basis via ETF. My most recent call was on 11/1. They offered to credit my account for the last 2 months of direct charges to my bank account and said they'd have termination paperwork over to me within the hour. Neither promised actions took place. I have no way to stop the direct ETF removals from my account until they close my account and stop the direct ETF removals. Ticket #with Shift 4 #*******Business Response
Date: 11/14/2023
Hi ********,
Your concern has been brought to my attention. Please allow me a chance to review everything and I will reach out to you. In the meantime, you can reach our team at ****************** or [email protected] for expedient service.
Thank you,
*******************Initial Complaint
Date:10/27/2023
Type: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 been since sept 15 trying to get shops closed. I submitted a ticket and thought they were closed. I was then suddenly charged 29 for the credit card process and my shops should have been closed. I have had multiple chats, calls, and all. I have yet to get my money back and they are still trying to charge my card again after they just got 29 dollars and I just had a conversation with them to close it again. . I am notifying my bank as well. I want all shops closed on the name of *************************** and I want my credit card information removed from their system i can't even keep money in that account now because I have no idea how many times they are going to charge me and I can't get them to quitBusiness Response
Date: 11/08/2023
Hi ********,
I thank you for the opportunity to assist you. Please allow me a chance to look into everything and I will reach out to you. In the meantime, please feel free to contact our team directly for expedient service via ****************** or [email protected].
Thank you,
*************************************;Customer Answer
Date: 11/17/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***************************Initial Complaint
Date:10/05/2023
Type: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 discontinued the service of shift4 after 4 years. They provided some equipment to complete the service and they asked for this to be returned. We sent the equipment, they pretend to have received other and cheaper stuff to charge us for NEW equipment when the returned was literally ****Business Response
Date: 10/18/2023
Hi ********,
I thank you for the opportunity to assist you. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to contact out team directly via ****************** or [email protected] for expedient service.
Thank you,
*******************Initial Complaint
Date:10/04/2023
Type: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 was using Shift 4 as a customer for about 2 years. My store closed and I wanted to cancel my account. When I called to do so, I was informed that Shift4 had automatically renewed my contract without notice and cancellation would cost me $852.39. I asked why I had not been told about the automatic renewal when I had contacted the company previously to talk about my pricing. They said it's their policy to not notify customers - it's included in the original terms and conditions and there is no notice regarding anything else about it. I asked for an exception to be considered in my case. They said they don't do that. I asked for other options to avoid the fee - they said leave the account open. This was a firm that had already been charging me an excessive rate for credit card processing previously PLUS a monthly service fee for the payment terminal. And I'm returning their equipment to avoid an additional fee over and above the $852.39. I lost my temper and told the rep that I would be complaining to the BBB and any other government group that would listen - she didn't care. I estimate that between fees and charges, I have paid over $25,000 to Shift4 over the last 2 years. I'm asking the BBB to help with getting this charge renewed or else to place Shift4 on some sort of watching list for helping small businesses avoid predatory companies.Business Response
Date: 10/18/2023
Hi *******,
I am not sure when this complaint was filed since we already addressed this concern with you directly. Please contact our team directly should you have any additional questions regarding this matter via [email protected] or ******************.
Thank you,
*** ****Customer Answer
Date: 10/18/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*******************************
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