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:05/11/2023
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 signed a contract with Shift4 to process credit cards sales on September 2019 for my restaurant ************ I went out of business due to covid and the high prices of food for my restaurant back on November 2022. I called Shift4 to cancel my contract and they did not honor my cancelation policy I signed in 2019. They stated there was a new policy and contract, which was never sent to me thru mail or email. I was NOT informed of any changes they have made and was told I had to continue to pay for fees from a business that's not producing any sales or income for a whole year. I wanted to abide by the contract that I signed but all my attempts have been disregarded by Shift4 customer service. I always pay all my debts but this is beyond outrageous. They're stealing from honest small business owners and I'd like this matter to be resolved. I don't know if this went to collections but I want them to abide by the old contract and we can move on. Otherwise, I can't pay for a service am NOT using.
Business Response
Date: 05/18/2023
Hi ******,
I thank you for this information and the opportunity to assist you. I have reviewed your concerns and account and will reach out to you directly to discuss. In the meantime, please feel free to reach me directly via ************ x7525 or [email protected].
Thank you,
*******************
Legal Support
Shift4
************ x**** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Initial Complaint
Date:05/06/2023
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 processing services for my business through Shift4. I have been using their services for 3 years. I have attempted to cancel my service and was informed that they have a yearly, automatical renewal contract. I attempted to cancel the processing services on 05/2/2023 and was informed that the automatical renewal was set for 05/06/2023 and I did not give proper notice for the renewal date. The representative stated that I was liable for the next 12 months of monthly fees of $79 and quarterly fee of $29., For a total of approximate $1064. The company never communicated the terms or the dates of the renewal nor did they send notice of the upcoming renewal date and 30 day cancellation notice. The company also charged $1000 to receive a liability report for outstanding gift cards on there system so we could transfer them since we are liable to our customers for those gift cards. The $1000 fee for a simple report that was sent within minutes is an outrageous fee that used as an attempt to keep unsatisfied customers using there processing services. I am seeking the waiver of the fees for the automatic contract renewal and a refund if the liability report.Business Response
Date: 05/09/2023
Hi ******,
I thank you for the opportunity to assist you. I have reviewed your request and will be reaching out to you shortly to see what can be accomplished.
Thank you,
*******************
Legal Support
Shift4
************ ***** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Customer Answer
Date: 05/19/2023
[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:04/27/2023
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 have tried many times to cancel our account with ********************** / Shift4. We were told from the beginning that our account was cancelled and we continued to be billed. They are now saying we need to go to collections. They charged us and pulled money from our bank account causing overdraft charges and ending in the need for us to pay to file a stop pay in order to get some response. We have asked for a copy of our contract and we also know that we called to cancel before the renewal date, but we did not start saving emails until after they became difficult. We had been talking with a representative that goes by **** or *********************** whom we found out is a middle man of some kind that works with shift 4 /Harbor Touch. We tried to ask him what was going on and that did not prove fruitful either. We had asked them to refund the money they took for renewal as well as the fees charged for overdraft and then when we did a stop pay on the account they got quite nasty. We have not received any kind of negotiation or kind customer service type reply and everyone just gives us the runaround. They say on the phone they can fix it and we feel like we have been helped until we get the next late notice threatening us and have to call again. We have spent many hundreds of additional dollars in man hours trying to resolve this, when it would have been simple enough to close our account, refund our money and let us go in peace. We were a customer for over 15 years and we paid the prices they asked even though they were very high and sometimes unreasonably high, just because it was easier to just let it go.Business Response
Date: 04/27/2023
Hi *****,
We thank you for the opportunity to assist you. I have reviewed the account and the owner has not granted you permission to address their account. That said, we understand your concern and we will reach out to the owner to see what can be accomplished.
In the meantime, please feel free to have the owner contact us directly via ************ x**** for verification and expedited assistance.
Thank you,
*******************
Legal Support
Shift4
************ x**** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Initial Complaint
Date:04/24/2023
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 contacted Shift 4 on 1/18/2023 and cancelled my account (spoke with ********) as there have been no transactions for years.They continue to charge me monthly fees...I have spoken and emailed with *********************, Merchant Relations Team in February 2023...He indicated he would personally assist me...I sent follow up emails in March and again in April 2023 and have received no reply...I have left 2 voice mails as well...Business Response
Date: 04/26/2023
Hi *******,
I thank you for the opportunity to assist you. We have closed your account and since your end of term was March 14, 2023, we have made an exception and issued a refund as a courtesy.
Please feel free to contact us directly at ********************************************** or ************ ***** if you have any remainingquestions.
Thank you,
*******************
Legal Support
Shift4
************ ***** | fax ************
******************************************************************************
**********************************************Initial Complaint
Date:04/19/2023
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 am a customer of **********************, Shft4 has sent wrong ****-k for year 2022, there for I can fine until this get resolved.I have sent ************* on phone and chat with shift4 support team, they always escalade a case but there no reply or solution. I am tying to resolve this since last 2 months and solution yet.need to get correct ****-k asap so I can file my tax, AND SHIFT4 WILL HAVE TO PAY ALL LATE FEE AND PENALTIES WILL BE CHARGED TO ME BY IRS latest shift4 ticket # *******Business Response
Date: 04/26/2023
Hi ****,
I thank you for the opportunity to assist you. Please allow me a chance to review everything and i will reach out to you directly since this is highly private information.
In the meantime, please feel free to contact me directly via ********************************************** or ************ ***** for expedient service.
Thank you,
*******************
Legal Support
Shift4
************ ***** | fax ************
******************************************************************************
**********************************************Initial Complaint
Date:04/03/2023
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.
In January I called to cancel my account. After a long call, they told me an email would be sent out for me to sign. They never sent. I called again at the beginning of March because they continue to bill me monthly for no product that I use from them. In March, I had to repeat my problem with them and they said an email would go out, etc. They create work orders for my complaints, but nothing has happened. As of April 3rd, they have billed me again. They will not cancel my account and I have reached out to my bank for help. These people are absolutely terrible to deal with. They continue to charge for services I don't use and quit using in December. My phone calls to them are useless. That is why I need help from my bank. They also do not justify the charge, or send out a statement. Charges vary which does not make sense on a product I don't use from them. DO NOT DEAL WITH THIS VENDOR.Business Response
Date: 04/04/2023
Hi ****,
I thank you for the opportunity to assist you. Your agreements, and call/chat reminders, we require a formal notice to cancel or we can send a cancellation form for your. I am assuming that is what you meant by sending an email. The form was emailed to you and executed by you on 4/3/23 indicating to close the account immediately. The account was closed prematurely on 4/3/23 as a courtesy since your end of term is in May.
Please do not hesitate to inquire should you have any additional questions via [email protected] or ****************** for expedient service.
Legal Support
Shift4
****************** | efax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Initial Complaint
Date:03/30/2023
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.
This company man ITS NOT EVEN FUNNY ANYMORE HOW TERRIBLE THEY ARE after being robbed for months then lied to by there merchant relations worker me returning the equipment November then continuing to charge me fighting them to get my money back that was owed all the way from September I got part of what was owed but not easy I filed with bbb twice already spoke to there legal team ***** she has assured me now 3 times I was done dealing with them and would not be bothered by them anymore they charged me all the way into January until I called my bank and stopped payments she told me its been closed you owe nothing they see they have everything the equipment that its finally handled refunded some and then I said I never wanna deal with you people again THST COMPANY IS THE WORST just to go into work today to now find a freaking collections paper telling en I owe them 225 by April 1st like are YOU joking me? We already deleted with this in January I don't owe you anything someone keeps not doing there job correctly today I messaged them and told them yalk are really looking for a lawsuit if they Ruin my credit I will *** them .. period I don't care what hoops they gotta jump through if they mess with my perfect credit they can expect a law suit for everything they have put me through the drama especially I have everything I need to prove what I've gone through . I already said this last time I want NOTHING to do with this company so yalll better fix it before April 1st!Business Response
Date: 04/13/2023
Hi *********,
We are in receipt of your concern. Please be advised that you do not have a past due balance and can disregard the notice. Unfortunately, when ***** addressed this concern with you it was too late to stop the next billing. It is my understanding that she let you know that we would address.
I apologize for any misunderstanding and we remain available to assist if necessary.
Thank you,
***********************
Legal Operations Manager
Shift4
****************** | eFax ************
*******************************************************************************
**********************************************Initial Complaint
Date:03/29/2023
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 cancelled my service with Shift4 in April 2022. I have an email from ******* saying it would be cancelled in thirty days. I have no equipment to send back, being we are a hotel and take reservations and cc over the phone. My account was still being debited every month. The base price has more than doubled since I stopped using the services. I have called more than eight times to get this resolved. The first few times, I was told they had to put in a "ticket for my inquiry". I never hear back and still get charged every month. I went through the process of closing the account again in October 2022. Still getting the monthly charge. This month, March 2023, I was charged the base fee twice. I called again. They said since my account is closed, they have to send it to an "escalation agent." As of today, the issue is still not resolved. See the attached email and monthly invoices with price increases.Customer Answer
Date: 03/31/2023
Yesterday Shift 4 reached out to me and is in the process of properly closing my account with them as it should have been done in April of last year. They are also refunding all the monthly charges that I have been charged. This refund has not hit my bank account but I have confidence that I actually talked to the right people to resolve this issue.Initial Complaint
Date:03/28/2023
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.
I’ve been try to cancel my service since june of 2022 Every time i call them they said someone will be call me to help cancellation in couple days but never happened After i called multiple times now they said i have contact with them. My original contact was over 2 years ago but they renewed my contact automatically without my permission. So they i can only cancel march of 2023. I told them to to ill pay for it just give me the final bill and return address for equipment i can send back to. But they still didn’t send me anything or no one call me and they just sending me more bills for charging monthly fee.Business Response
Date: 03/30/2023
Hi ***,
I thank you for the opportunity to assit you. Unfortunetly, the owner of this acocutn has not given you permission to address this account. That being said, I will reach out to the owner and see what can be accomplished.
Thank you,
*******************
Legal Operations Manager
Shift4
****************** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Customer Answer
Date: 04/28/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
i still waiting for my final bill with detail list.they contacted me but just asking my credit card number to pay over $1000
without telling me details about that amount
i just want FINAL BILL with details about my final bill
Regards,
*********************Business Response
Date: 05/16/2023
Hi Jin,
I will reach out to you again to see if there is any remaining questions or help with your balance.
Thank you,
*******************
Legal Support
Shift4
************ x7525 | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Initial Complaint
Date:03/21/2023
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.
I had a business for almost 15 years I dealt with shift 4 All this years no problem but on August 15, 2022. I closed my business for retirement. The business name was. ****** ****** **** doing business as ** ********* ***** *** *****, My merchant ID number is ********** I handed both terminal back to shift 4 I explain to them I’m closing the business for retirement They continue to send me a bill every month with zero transaction on it **** continuo to **, late fee and charges they refused to close the account demanding that I have to be pay till the end of the contract I never signed a renewal of the contract. They automatically renew it. I really don’t think it’s fair to pay for a service that I’m not getting So please, I need your help to settle this issue with shift 4 And I thank you very very much.Business Response
Date: 03/29/2023
Hi *****,
I thank you for the opportunity to address your concern. I am sorry to hear about the loss of your business. I have reviewed your account and offer you the following information.
As per your executed Merchant Processing Agreement, your end of term is 1/3/24. This information was provided to you along with your ability to either send a formal written notice or call for a cancellation form to be sent to you 30-days prior to renewal. On 7/22/22 the cancellation form was sent as per request and was not executed so account remained open and any billing which occurred was valid.
Since you have been with us for some time, I will close your account, without penalty, and write off any rejected billing as a courtesy. Please note that it is too late to stop April billing. We will monitor this activity and we will also write off this charge as soon as it is possible.
Please do not hesitate to inquire should you have any additional questions or if we can be of further service via ****************** or [email protected].Thank you,
***********************
Legal Operations Manager
Shift4
****************** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Customer Answer
Date: 04/30/2023
[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,
****** ****** **** ********************************* President. *****************
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