Complaints

This profile includes complaints for i3 Verticals, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  i3 Verticals, LLC

  40 Burton Hills Blvd STE 415 Nashville, TN 37215-6186

  
• 

  i3 Verticals, LLC

  1500 Medical Center Pkwy Murfreesboro, TN 37129-3837

  

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:11/15/2024

  Type:Product 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.

  12% credit card fee for processing is absurd.

  

  Business Response

  Date: 11/18/2024

  Thank you for your feedback. Please provide more information as to what exactly the refund is for that you are requesting.

• Initial Complaint

  Date:10/09/2024

  Type:Customer Service 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 ordered several documents close to 245 documents and I was not provided the products that I paid for. I am missing several documents some have been sent via e-mail and some have not, some of the same documents have been sent multiple times, I did not get what I ordered.

  

  Business Response

  Date: 10/16/2024

  E-mailed customer all of the requested documents and confirmed that they are also able to obtain all of the requested documents via the online system if they prefer. Advised customer that a refund could not be issued without the County Clerk calling and requesting the refund from us. To date that has not happened.

• Initial Complaint

  Date:06/06/2024

  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.

  11/01/2023-11/30/23 overcharge $4819.50 there was an attempt for fraud that was stopped by i3 verticals team on novemver 2023, they called Us since we not see this and recommended us to have our website reviewed and reinforced with higher security. Our website engineer checked our website and determined that wasn't our issue since our form of payment its a link that goes direct to clover and they have their system protected. I called to i3 verticals and they told me that there was not going to be any charge to us since the transactions were stopped by them. on the next month when we checked the invoice and noticed the extra charge of $4.819.50 I called on December 18th and spoke with .*****, He told me since the transaction did not go through there will be a refund but the case was under investigation and it could take 2-3 months. I called on January 8th Spoke with ****** she told me that the case is still under investigation that's all she can see, I asked for the account rep number and tried to speak to her I called on March 22nd ****** ************ and left a voice message never called me back. I called after that looking for news and I have 2 different ticket numbers ******* and *******. I spoke with different reps some nicer than others some tell me that will call me back and never do Like **** that I called on June 1st and others just hang up on us like ***** did today 06/06/24 Please help us since we feel robbed by this company if a transaction was stopped by them and revert it we shouldn't have to pay these fees.

  

  Business Response

  Date: 06/13/2024

  Below is a summary of ticket notes: 
  Per ticket #*******, Fiserv Risk analyst sent an email to the Fiserv partner response center on 11/5/23 regarding TEREMOK STORE / 708202980882 being a victim of Auth testing and advised them to work with the merchant to remediate the issue and provide an update on what steps have been taken. The Fiserv RM forwarded the email to i3Verticals *************** on 11/6/23 and they reached out to the merchant via email advising them of the Auth testing. They advised them to contact Tech Support for assistance with their gateway settings and provided a list of necessary changes they can implement to stop this type of activity from occurring in the future.
  
  
  Risk then called the owner and was advised she did not have time to speak and transferred her to the store manager. She noted that the manager was not confident who i3 was. Risk called the sales agent, ***, to advise the importance of the issue and that the *** will need to be shut down if they dont disable the website and update security. 
  
  Shortly after per ticket # *******, **************** received a call from *** (store manager) requesting to speak with a Risk agent and when Risk took the call, there was no one on the line. Risk called them back and left a voicemail. The sales office responded to Risk and stated they spoke with the merchant and are working to resolve the issue. The sales asked the merchant if they needed assistance, and they declined assistance and advised them to not run any further transactions on the gateway until the issue is resolved. The sales office followed up with Risk later that day to advise that the merchant shut down their website until the issue is taken care of. *** called again to speak with Risk and advised that they will be leaving the website down until security updates are completed.
  
  
  On 12/28/23 per ticket #*******, *** called **************** to inquire about November 2023 billing as it was $4k more than what they paid for October. (November billing AVS Auth Fees: 6426 * $0.75= $4,819.50)
  
  On 12/29/23, **************** followed up with *** and advised it was due to the Auths. *** Called **************** back and stated they were informed by Risk that they would make sure no charges hit the merchants account due to the fraud issue. **************** advised they would reach out to Risk to gather further information and will follow up once they receive an update. **************** reached out to ISO Support requesting to reach out to the sales office to inform them of their merchants concern with their November billing. On 1/2/24, ISO Support reached out to the sales office and advised they confirmed with Risk that they did not have a discussion with the merchant regarding their claims that they would not be responsible for the fraudulent transaction fees.
  
  On 1/8/24, *** called **************** to request an update as he is expecting a refund. **************** followed up with ISO Support and they followed up with the sales office on 1/9/24. The sales office advised that they would contact the merchant and intend to explain there is a cost associated with those transactions even if they were fraudulent but will cover some of the cost. 
  
  On 3/22/24 per ticket #*******, *** called **************** to follow up on the refund request and stated that they were not advised of any fees associated as the transactions were fraudulent and as long as they issue some refunds. *** stated he contacted the sales rep and didnt receive a call back but will try reaching out again. *** called ** back and they were able to connect him directly to **** from the sales office. 
  
  On 3/30/24, *** called **************** to advise that they never received a call back from the sales rep. ** reached out to ISO Support and they followed up with the sales office and they responded stating that they contacted ***. 
  
  On 6/6/24, *** called **************** to request an update and expressed frustration as he has been calling in several times for an update and threatened retain an attorney and submit a BBB complaint as he feels no one is taking the issue seriously. ** attempted to warm transfer the call to the sales office, but they reached a voicemail. ** reached out to ISO Support regarding merchants concerns. ISO Support followed up with the sales office on 6/6/24 and again on 6/7/24 and requested a response and what resolution has been reached by the end of day. The sales office followed up and advised that they are refunding $0.12 per authorization. 
  
  The refund is being processed by the sales office.

   

  Customer Answer

  Date: 06/24/2024

  Hello good Afternoon Dear BBB.

  This situation with i3 Vertical has been very tiring and frustrating because of their are lack of communications.

  As right now we are still waiting on a response since we are not accepting their .12 cents settlement you guys on the letter YOU sent to us.

  I want you guys to know that we are a victim here from someone that tried to use our online clover platform to order online but this was stop by the i3 vertical risk group at least that was said by them and the $4819.50 in transaction fee was (.75 cents per transaction) going to be refunded in total after investigation was done. after we pushing and pushing since November 2023 Only now and because we reach out to you they want to refund us .12 cents when they should refunds us the total .75 cents per transaction totaling the $4819.50.

  We asked them before Dec2023 to reverse those transactions since we are not able to see them on our end or would have done it by ourselves but they affirmed that it will be done after the investigation is done and that no fee was going to be charged to US.I have a notebook with all members we spoke since Dec2023 with dates and times.

  I know that when a regular transaction is refunded or reverse it will still leave a .5 cents transaction fee and a high risk transaction will create a .8 cents  to .10 cents  transaction fee not a .75cents transaction fee Specially when it was stopped by them on time and only needed to be reverse. We feel they may have created this transactions to steal from Us and probably many other Stores. we asked you to please help us to open a Federal investigation so maybe that way our case could be fairly investigated and we could get Our money back. as right now we have not received any communication from vertical except the letter YOU sent us back from them where they are not taking responsibility and just want us to settle for the .12cents.

  Thank you in Advance for you care in this situation

  And hope you can help us to get justice.

  Best regards!

  ***************************.

  

  Business Response

  Date: 07/18/2024

  There are authorization costs that our merchant agreed to, per their agreement. We understand that our merchants website was hacked and was used to run test transactions. Even though we are not responsible for their website not having enough level of security that should have been set by their developer, in good faith, we have agreed to reimburse our merchant in the amount of $1,542.24, paid out in two increments. We have worked and communicated with our merchant as well. 

• Initial Complaint

  Date:01/17/2024

  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.

  I have two sons how attend Lakota Schools. i3Verticals is the company that manages the school lunch payment system. I have a credit card on file with I3 to pay for school lunches for my children.I3 system is supposed to auto replenish. It does not. My children will run out of lunch money on their account unless I watch their balances. I have written twice without any answer from i3.When contacting the school I'm referred back to I3 as they are the administrators. I have contacted I3 by phone 5 times. The latest was 1/17/2024. I was told "it's a problem" and that I would have to contact them again in a month. This is after explaining it's an ongoing issue and that the last two times I was told it would be corrected in 24 hours. That didnt happen either. I have two payments that appear to have gotten "lost" and as far as I can tell i3 will not help with that either.

  

  Business Response

  Date: 01/29/2024

  This complaint has been resolved.

  Customer originally reached out to the school district October 30, 2023 asking how to turn on Auto Replenish at EZ-Pay, because it was not working. School District reached out to us October 31, 2023 and we explained to the school district the following:
  
  The parent did set up Low Balance Triggers, How much to Add, and when to Stop Auto-Replenishment.  However, the parent never went into Settings and checked marked Turn on Auto Replenish to activate the setting.  We assisted and helped get the Auto Replenishment feature at EZ-Pay turned on for the parent.
  
  However, every time Auto-Replenishment tried to run it was failing due to the Credit Card entered being invalid/expired. Parent informed us 11/14 that Auto-Replenishment was still not working. Parent made a manual payment on 11/14 for $150.00. So, we needed to wait for Auto-Replenishment to run again after the manual payment, and informed the parent on 11/17 that the Credit Card entered for Auto-Replenished is invalid/expired and to please update the Credit Card. The parent was unresponsive after that communication until yesterday January 24, ****. The same issue is still the root cause of Auto-Replenishment not working, the credit card entered is invalid/expired. We are attempting to call the parent back and help walk through the issue and help the parent get their credit card information updated.

  If you have any questions, please is not hesitate to let us know.  

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

  
  
  

• Initial Complaint

  Date:12/13/2022

  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.

  Company charged me for fees I never consented to. They randomly added a pci non compliance fee to my statement. There was no communication on their part of this fee. This fee was $19.95 It also caused an NSF fee of $36 (They are supposed to only charge $12.50 and that was in the account for them.)Upon calling them no one could confirm where the email was sent or if it was sent. They would not tell me, the owner of the account, where the communications were going. And they would not update it. I told them to refund me immediately as this is literally fraud.I called again and spent over an hour with customer support who could not help at all. They told me to call the sales line who were unreachable. (I actually have a video of me calling them and no one answering or option to levee a voicemail during business hours.)Eventually the customer support line got someone to answer on the sales line and they told me how to close my account but nothing about the refund. They made it impossible to satisfy their pci requirements as there was no email to respond to. They charged me again (normal plan fee plus the pci fee again) even after they confirmed my account will be closed. Now I am due a total of $88.40 $19.95 pci fee 11/7 $36 nsf fee 11/8 $32.45 bill 12/6 I was actually on the phone with the bank about to do a chargeback, but I decided to give them one last chance.(This complaint has been posted to all i3 verticals accounts on BBB since they are the parent company of the iso and the iso is hiding because they would have too many complaints.)

  

  Business Response

  Date: 12/14/2022

  We are happy to accommodate Mr. ********** if warranted.  We will research this and get back to you all today. 

  Thank you!