Complaints

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

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  Authorize.Net

  2901 N Ashton Blvd Lehi, UT 84043-5494

  
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  Authorize.Net

  PO Box 947 American Fork, UT 84003-0947

  

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

• Initial Complaint

  Date:05/05/2025

  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.

  We are a small law firm in Baltimore. We use Authorize.net to process client credit card payments. Last week we had fraudulent activity happen where thousands of stolen credit cards were being mass ran through Authorize.net. We contacted the company to see if we could figure out why this was happening and how to stop it. We talked to Bea, ID# ******. She didn't understand that the credit cards were being processed through their system, not our website. She kept insisting that the problem was on our end, not their program. However, their program is the one processing credit cards, not our website. She then refused to let us speak to the technical support or fraudulent department. She said that those departments don't speak to customers. However, since she wasn't understanding the way their program was working in compliance with our website, we needed to speak to someone with a better understanding. We had an hour long conversation trying to explain to her the issue, with her just repeating the same information which did not apply to our situation. With this being a fraud issue, we need this to be resolved ASAP. The fact that we were not given any help whatsoever and this being a fraud issue, is very concerning. We need them to contact us ASAP to help resolve this issue.

  

  Business Response

  Date: 05/08/2025

  Greetings *******,
  Thank you for contacting Authorize.net through the Better Business Bureau. I am committed to resolving your concern in a manner that benefits all parties involved. I have located gateway ID ******* under the business name “****** *** ********* ** *********,” and I will be responding to your complaint from this account. If this is not the correct account, please provide the correct gateway ID for reference.
  
  I have reviewed the transactions that occurred around the time of your inquiry and have concluded that these transactions are coming through an API request. This could be through your website or due to your API credentials being compromised by not being properly secured. You can think of API credentials as the username and password for websites or software to send transactions to your gateway. If you are certain that these transactions did not come through your website, you may want to discuss with your website host whether the API credentials are properly secured. In addition, you can use the URL below for guidance on generating a new transaction key if you believe your current one has been compromised: ****************************************************************************
  
  I also see the call documentation for your discussion with Bea and another contact on 5/7, where additional steps were discussed. I will ensure these calls are reviewed, and any appropriate feedback is given to the representatives by their manager. I apologize for any misunderstanding or miscommunication. However, I am pleased to have provided you with further information and addressed this issue for you.
  
  Thank you for contacting us, and have a great day!
  
  Regards,
  ******* **

• Initial Complaint

  Date:04/08/2025

  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 am writing to formally file a complaint regarding Authorize.net and their continued billing of our business for services we never utilized.Back in December 2017, we were researching payment gateway solutions for our business and created an account with ********************** to explore their platform. While we completed the initial setup process, we never used their services. No transactions were processed, no integration was implemented, and no active use of the account occurred.Unbeknownst to us, Authorize.net began charging a different business bank account, one not associated with the company for which the account was originally created, a $30 monthly fee. Because of the account being inactive and linked to an unrelated business entity, this error went unnoticed until a recent financial review uncovered nearly eight years of ongoing charges, totaling $2,880.Upon contacting Authorize.net, they acknowledged the billing and that there was never any use of the service. The account closure department at Authorize.net offered a refund of only $240, which covers just a fraction of what we were charged. We believe this is unfair, especially given that we never used the service and that the platform had full visibility into our inactive status.We are requesting the Better Business Bureau's assistance in resolving this matter and securing a full refund of the $2,880 that was charged without use of service or informed consent beyond initial signup.Supporting documentation, including account history and communication with Authorize.net, can be provided upon request.Thank you for your time and support in addressing this issue. We appreciate your help in reaching a fair and just resolution.

  

  Business Response

  Date: 04/10/2025

  Greetings ***,
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name ************ and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.
  
  
  I understand the concern over the fees being billed. We do apologize for any confusion about this situation. So, you applied for our All-in-One option which consist of a gateway and a Merchant Account. The one you were approved of is the gateway account which is the one charging you with a monthly gateway fee of $25. The account was activated, and the fee schedule was agreed to on 12/29/2017.
  
  
  Furthermore, in your complaint you state that your bank account was charged for $2,880 as you never purchased or used our services. However, you did agree to the fees and our Terms and Conditions upon sign up which states that Customer agrees to pay ********************** for any further use of the ******************** effective immediately until the account is closed". Which means that upon activation of the gateway, you are liable to pay for any fee incurred from the time you activated the gateway, regardless of non-usage.
  
  
  I was able to locate your account and I can see that you already called us dated 04/08/2025 wherein you spoke to one of our representative, the representative over the phone was able to assist you in closing the said gateway and was able to assist you in refunding the total amount of $240  as a one-time courtesy for the gateway fees in which you will be expecting to see typically within 3-5 business day after the funds had been push out ( Tuesdays and Thursdays with the exception of the first week of the month).
  
  
  I want to apologize for the misunderstanding/miscommunication; however, I am happy that I was able to provide you with further information and address this issue for you.
  
  Thank you for contacting us and have a great day!
  
  
  
  Regards,
  ******

• Initial Complaint

  Date:04/07/2025

  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 opened account with ********************** and have essentially been robbed by them. They closed my account and withholding eckeck funds. It has now been over 60 days, in ******* 60 days is the amount of time given to be able to dispute ACH transactions. So I reach out regarding the release of my funds only to be told they were holding it for 2 YEARS! ARE YOU SERIOUS! SIRELY THIS HAS TO BE ILLEGAL AND THEY REFUSE TO GIVE ME ANY ANSWER AS TO WHY. I DEMAND RELEASE OF FUNDS BEING HELD BY ************

  

  Business Response

  Date: 04/07/2025

  Greetings ******* *******, 
  
  I would like to thank you for contacting Authorize.net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name ********************* of *********** and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.  
  
  I understand that you are upset about our teams decision regarding the funds being held for ****** transactions. The funds you are referring to have a chargeback returned because your customer did not authorize the transactions. Therefore, those affected eCheck deposits need to be held for investigation. I also understand that you have already contacted our support to request an early release of funds, but unfortunately, this is something we do not have control over as it falls under the jurisdiction of our Risk Investigation team. 
  
  I want to apologize for the misunderstanding/miscommunication; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day!  
  
  
  Regards, 
  
  **** *.
  
  

• Initial Complaint

  Date:11/26/2024

  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 been processing payments via Authorize.net for nearly two years, primarily processing credit card payments. I am a sole proprietor invoicing for media consultancy and content production services. I have processed over sixty payments without a single chargeback or incident. I have four regular clients who pay me each month for services, paying a similar amount each time. Earlier this year Authorize.net invited me to accept ACH payments on my account. I subscribed, but my clients continued to pay via credit card. Last month, one client paid me via ACH, which we subsequently discovered was echeck. This was not disclosed to the client at payment option. This client has paid me repeatedly through Authorize.net, without incident. Authorize.net then decided to review my account, asked me for a series of company documents, which I dutifully supplied, and for no reason other than "my business model didn't fulfill their criteria", despite having full knowledge and a record my business activity previously, they closed my account and seized the funds on account. These were put on hold by the risk team for 90 days. I was told I could ask for the funds to be released after thirty days, I did this, and they still refuse to release the funds, despite ether being no chargeback or dispute on the payment. They did this on the grounds of 'business model concerns'. They refuse to communicate what concerns they have, and discuss how these concerns are not shared by any other financial institution that I do business with. I run a small business on very tight margins, and this is having an adverse impact on my cashflow. None of my clients in the history of my business have charged back or dispute a single payment made. I believe it is unreasonable to withhold my funds, and unacceptable not to communicate with me as to why. I have tried to discuss this with their customer service, but the system is Kafkaesque and designed to confuse and deflect rather that help find a resolution.

  

  Business Response

  Date: 11/28/2024

  Greetings Gareth, 
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name ***************** and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference. 
    
  
  I want to apologize for the misunderstanding/miscommunication; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day! 
  
  Regards, 
  **** *******

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22608911
  
  I am rejecting this response because I no longer have access to that account as it has been closed. It is the correct gateway number and correct company name. I wish all communication regarding this matter to be via this platform or directly to my email address at *********************************************
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/06/2024

  Hi Gareth,
  
  I appreciate that you provided a feedback regarding your issue with Authorize.net and I apologized for what happened and I know how difficult it may cause you. I appreciate that you provided detailed information regarding to what happened on your eCheck service, specially on to withhold your funds.
  
  I also apologize for the confusion when you are communicating with our supports that helps and find a solution. Rest assured that your concern will be accommodated and resolve. I understand that you are asking for compensation for the delay. We will thoroughly review your concern and your request.
  
  I also checked the history of your conversation with our support and I notice that you talked to a supervisor regarding your concern. I would like to check that first if it will resolve your issue before we can discuss about the compensation you are referring about. I am also monitoring the case so you don't have to worry about.
  
  We are always looking for ways to improve our Client Experience and welcome all feedback youd like to provide. 
  
    
  Let us know if you have any questions, 
  
    
  
  Best regards, 
  
  Joan 
  Supervisor | ***** Client Care | Acceptance Support | Authorize.net

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22608911
  
  I am rejecting this response because I  am yet to receive my held funds. I wish to have funds released and compensated for the charges to my ***** account that the hold has caused. 
  

  Sincerely,

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

  

  Business Response

  Date: 12/11/2024

  Greetings Gareth,
  
  I would like to thank you for contacting Authorize.net through the Better Business Bureau. As before, I will do everything I can to continue to resolve your concern in a manner that benefits all parties involved.
   
  I completely understand that you would like to get the funds released and be compensated for the charges. Please understand that it is an industry standard to hold funding due to the possibility of returned payments. I am actively monitoring and coordinating with Merchant Acquiring team regarding the release of your funds, but I do not have any updates yet.
    
  I apologize for any inconveniences. Rest assured, once we have an update, we will provide you with further information as soon as possible. Thank you for contacting us, and have a great day.
  
  
  Regards,
  
  ****, F

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22608911
  
  I am rejecting this response because again you just issue me with meaningless scripted platitudes. At this point I doubt I am even dealing with a real person and '****" is simple an AI generated response. It is not industry standard to seize funds for over 45 days to protect from chargeback, ************** standard time frame is 5 days. Again, you have offered no insight as to why you have withheld my funds. I have a 100% clean record with processed transactions with Authorize.net including many payments from the client  - ******* - whose payment you have held.. Please see attached screenshots - evidence of two subsequent payments from ******* the same Client who's payment you have seized. Why would they continue to pay me if they intended to chargeback on the echeck payment you have withheld? You have reason to suspect they will, and in fact the evidence provided overwhelmingly indicates they will not. They are even willing to write a letter to confirm this. Please issue me my funds without further delay.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May I was looking for a merchant for my small business and decided to go with Authorize.net after speaking with them and them selling their suppose to be good services to me. I had been using Square merchant services in the past. It wanted to try a different credit card processor. Well after approval 2 weeks later I received a message that I could no longer use them as a cc processor and I called to find out and I was given the run around about different things for several weeks and was told that my funds would be put on hold and reserved for 120 days in case of any chargebacks. I ask if they could keep an amount in reserve but release a certain amount to me for inventory and products and they said no that they couldnt do that so that took a huge toll on my small business and up until now I still have not yet received my funds and they are still continuing to charge me for their fees. I have not had any chargebacks from my customers. The only chargebacks have been from them trying to continue to withdraw money from my account for their fees. Why should they continue to charge me for service that they discontinued and stated that I could no longer use. This has really put a damper on my small business and I would like for my funds to be released. My company name is: *****************

  

  Business Response

  Date: 10/14/2024

  Greetings Pamela, 
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway 2666687 under the business name “SMS” and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.
  
  I understand that you have concerns about the funds you have not received since you started processing using START as your Merchant Service Provider. I know it can be frustrating to be charged for using the service without seeing the funds deposited into your bank account. Here at Authorize.net, our role is to process your transactions and submit them to your Merchant Service Provider, which in this case is START. It is then START's responsibility to deposit the funds into your bank account. I am not entirely sure why they are holding your funds if there are no chargebacks from your customers. Additionally, I would like to confirm that I am looking at the correct account. You mentioned that your company name is Pams Hair Designs, correct? Can you send us the correct GWID so I can check it.
  
  The only thing I can do is to arrange a three-way call with them, as this issue can still be resolved on their end. During the conference call, we can discuss the next steps to ensure your funds are deposited. I will also need your best contact number and your availability so I can arrange a callback.
  
  I want to apologize for the misunderstanding/miscommunication; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day!
  
  
  Regards,
  John, F

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22413966
  
  I am rejecting this response because: I’m still waiting to have a three-way call with the business to see if they will release funds then I will update. 
  
  Sincerely,
  
  Pamela Bates

  817-704-9486 (best contact number) availability anytime. Let me know when to expect a call (need asap)

  

  Business Response

  Date: 10/15/2024

  Greetings Pamela, 
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway 2666687 under the business name “SMS” and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference
  
  Thank you for providing the contact information. We will call your Merchant Service Provider and arrange a three-way call with them as soon as we receive an update from you, whether they will release the funds so we can take appropriate action.
  
  Thank you for contacting us and have a great day! 
  
  Regards, 
  
  John,F 

  Customer Answer

  Date: 10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22413966, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Pamela Bates

• Initial Complaint

  Date:08/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 31 This Authorize.net company sent me a receipt they collected for another company ( Local Presence Online 2 ) because they are a ( ***************** The problem is that I have not done business with that other company ( Local Presence Online 2 )for three years, and Authorize.net still takes money from me even though no one can reach this Local Presence Online because they are out of business. The company ( Local Presence Online 2 ) they are collecting for is no longer in business, and my credit card company can not reach anyone.

  

  Business Response

  Date: 08/05/2024

  Greetings ***********************,

  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located a gateway under the business name Local Presence Online 2 and I will be responding to your complaint from this account.

  As a gateway we cannot refund or stop charges on behalf of the companies that use our service to charge their customers. You would need to work with that company directly Local Presence Online 2 or since you mentioned you are having difficulty communicating with them, you can also work with your card issuing bank to dispute the charges if they were charged illegitimately or you can also file with the BBB to address that company rather than the gateway service they are using.

  I understand the frustration when there is a lack of communication from the business that is issuing a charge. I am happy that I was able to provide you with further information and I have also included the business phone number we have listed for that business below. Thank you for contacting us and have a great day!
  
  Local Presence Online 2
  **************

  Regards,
  ******************

• Initial Complaint

  Date:07/31/2024

  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.

  I switched credit card merchant companies. Both of which used authorize.net. But when I switched they didn't cancel the old account, so I was double billed for more than 6 months. I tried to cancel, but they did not cancel my account. It took 3 attempts to finally get it cancel. But now 3 months later that have sent me to collection for $68.57. I called them again and explained the problem but the customer *** said he couldn't help me. I asked to speak to a supervisor. He put me on hold for about 10 minutes and then returned and said that there weren't any supervisors available. Terrible customer service!!! They took hundred of dollars from me for an account that I thought was closed (and that I never used during that time.

  

  Business Response

  Date: 08/02/2024

  Greetings *******, 
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name mikesmirrors com and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.  
  
  In reviewing your account, I do not show any contact to our Customer Support Team requesting the account to be closed as all accounts are closed either by phone or chat only; which are open 24/7. 
  
  Per our merchant agreement in the below link, you agree to automatic monthly charges until you request the account to be closed. Since this did not happen, we continued to bill you each month. The account was closed on April 30th due to a past-due balance and was sent to our collections agency, ****** and ******, on July 18th, 2024 after sending you 3 email notifications of the past-due balance. 
  
  In order to qualify for any refund, the balance must be resolved with our collections agency, ****** and ******. Once the balance has been resolved with our collections agency, please reply here with the month and year that you closed with your merchant services provider and I will be happy to see how much of a refund you qualify for.
  
  ********************************************************************************************************
  
  I want to apologize for the misunderstanding; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day! 
  
    
  
  Regards, 
  
  Lincoln G.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22073556
  
  I am rejecting this response because:

  I was double billed from authorize.net for over a year.  You were supposed to close my first account when my 2nd account opened. Then after over a year when I realized that you were taking money for both accounts (one of which I no longer used) I called and tried to cancel with you and the *** said he could not cancel it because I didn't know the password (I only knew the password for my new account.  I tried to get him to email me a password since you guys have my email.  But he said he couldn't.  He did not give me any options of how I could cancel it.  It is very frustrating when a company is taking your money and I had no way to cancel it.  So I went to the bank and had them do a stop payment because I did not know any other options. I was going to just forget about the hundreds (maybe even thousand) of dollars you charged me for a dead and unusable account.  But then you sent me a bill for $40 something and I emailed back and explain all my problems and said "if you want me to pay this I will, but then I will file complaints and leave bad reviews for authorize.net.  No one responded until I got notice that it went to collection.  So, I just paid the $68 to the collection company.  But I am still unhappy and disappointed with Authorize.net.  HUGE HASSLE TO CANCEL.  TERRIBLE CUSTOMER SERVICE.  UNREASONABLE CHARGES.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/12/2024

  Greetings *******, 
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name mikesmirrors com and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference. 
  
  I believe I was able to find the newer gateway that was created when you switched under the business name of "ATOP AUTO BODY and MIRRORS." I do see that you chatted in 12/5/2023 wanting to close your old account, but for security reasons chats can only help with the account you are logged in to; the team member suggested to either log in to the old account or call our 24/7 number for assistance. I do see that you called in later, but disconnected in the middle of the call before the account that needed to be closed could be identified. Because of this, the account, gateway *******, was never able to be closed and kept billing you per the merchant agreement referenced in the last response.
  
  I do see, however, that you did pay the collections agency, so I was able to issue you a refund of 6 months of the fees that were billed. This totaled $188.00. Refunds can take between 1-2 weeks to fully process and post to the bank account that we have on file. I would recommend making sure that the bank account that we were billing is aware of the refund so they don't reject it.
  
  I want to apologize for the misunderstanding; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day! 
  
  Regards, 
  
  Lincoln G.

• Initial Complaint

  Date:07/24/2024

  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.

  My account with ********************** was fraudulently opened and I was charged monthly fees for over a year. Once I realized what was happening, I contacted the company, at which time I was informed that someone other than myself opened my account. I was instructed to submit a police report, which I did; send them proof of that filing, which I did; and I was told my amount would not be sent to collections while the dispute was being investigated. They sent my account to collections, and are now telling me I must wait for resolution, and that they will not take my account out of collections. Extremely poor customer service and communication by **********************.

  

  Business Response

  Date: 07/29/2024

  Greetings Yona, 

  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name ************************* and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference. 

  Upon an initial investigation into your case, it appears that our department that handles these inquires has not received the police report that you mentioned you had submitted. The police report is a critical piece of evidence in our investigation and in resolving this issue.

  I have had our department reach out to you to request that you email us with the report attached. Please continue to work with that department to resolve this issue.
  

  I want to apologize for the misunderstanding/miscommunication; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day!   
  

  Regards, 
  ****************

• Initial Complaint

  Date:07/19/2024

  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.

  Complaint against Authorize.net regarding customer billing data migration On April 9, 2024, at 4:06 PM, I engaged Authorize.net to export my customer billing data to Stripe, as Stripe offers significantly better rates when all fees are considered.I provided Authorize.net with precise instructions from the winning merchant, Stripe/Zoho Payments, and completed all required forms.Midway through the migration process, Authorize.net inquired about how I wanted the data delivered, despite this being clearly specified in the original case submission. The specifications were handed directly from Stripe to Authorize.net.Although I agreed to receive the data personally, unaware of Stripe's policies, we were unable to complete the migration due to Stripe's policies and Authorize.net's failure to follow my original instructions.Subsequently, Authorize.net informed me that I would need to pay an additional $250 to initiate another transfer.I find this unacceptable, as Authorize.net did not adhere to the original case details and the specific instructions I relayed from Stripe/Zoho Payments.I am requesting a refund for this failed migration, which did not yield the results clearly specified. I am willing to pay $250 for a successful migration completed according to the original scope.Thank you for your attention to this matter.Sincerely,******************************* -----------------------------------------------------------------------------I'm unable to fit the original migration scope and specifications below due to length. I'm happy to provide it, which clearly outlines what Authorize.net was SUPPOSED to do.

  

  Business Response

  Date: 07/22/2024

  Greetings *********, 
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name BlueSoft, LLC. and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.  
  
  I understand the frustration of the original extraction not going as planned. In your initial request, it is not clear if the extraction data will be sent to Zoho or Stripe. Authorize.net has different processes for extractions depending on if the extraction is going to Zoho or Stripe, we asked for this clarification on 4/9/2024 at 5:33 pm and 4/11/2024 at 6:29 pm. Your response to this is that the extraction file was going to Zoho. 
  
  Upon our account specialists reviewing the data extraction waiver submitted, on 4/17/2024 at 5:13 am, we let you know that if the data is going to Stripe, we have a process in place to just send it to them directly. Your response to this was to send the data to you so you could send it to Zoho. The data extraction was then completed and the data was sent to you on 5/29/2024 at 7:17 am. All times mentioned above are in Mountain Time. 
  
  The reason the second extraction will be billed is because you had requested that the extraction data be sent to you despite multiple attempts to get clarification on where the data needed to be sent.
  
  I want to apologize for the frustration; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day! 
  

  
  Regards, 
  
  Lincoln G.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22016824
  
  I am rejecting this response because:

  This is the original project scope below. I've removed private information. You can compare to your records.

  Hey *********,
  
  We would like to inform you that we have initiated the migration process from our end. So, we request you to kindly get in touch with Authorize.net to initiate migration either by sending an email or by filling a migration form (if available in their website). While submitting a migration form or email, please make sure to notify Authorize.net to include the below information in the migration:
  
  
  Customer details : Customer Name
                                   Phone Number
                                   Email Address.
  
  
  Card information : Card Number
                                   Expiry
                                   Card Holder Name
                                   Billing Address.
  
  
  SCA status (or SCA Network Transaction ID) to reduce the decline of SCA mandatory cards.
  Please do let us know once the migration file is ready, so that we can proceed accordingly. 
  
  The below is the next step of migration. 
  we have included Stripe's PGP Public key, as Zoho Payments uses Stripe as its processor.
  
  Authorize.net can import this public key and encrypt the ********* file using the following command:
  gpg --encrypt --recipient xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx CardDataFile
  
  This command will create a CardDataFile.gpg file with the following information:
  Key ID: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
  Key type: RSA
  Key size: 4096 bits
  Fingerprint: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
  User ID: Stripe Import Key (PCI) <*****************************>
  
  Please find the Stripe's PGP Public key in the attachment.
  
  Regarding your query on experiencing any downtime of your payment gateway during the process, we would like to inform you that you will not face any hiccups as such.
  
  
  Feel free to reach out to us in case you have further questions
  
  
  Regards, 
  ******* S
  
  

  The message above clearly outlines the scope and says nothing about sending me the data. Your team decided to change the scope. If you're not going to own up to this or refund my money, that's fine. I'll be posting my opinion about Authorize.net everywhere I can and will inform my clients to not to use your services.

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/23/2024

  Greetings *********,
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name BlueSoft, LLC. and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference. 
  
  The information you posted is what was put in your case originally. However, since it mentions both Stripe and ****, our account specialists needed to be absolutely sure what party the data needed to be sent to. This is because, as explained previously, we have a separate process for a data extraction data going to Stripe compared to if the data extraction data is going to Zoho. All times below are in Mountain time. 
  
  Here is our original request for clarification on 4/9/2024 at 5:33 pm:
  
  "Hello *********,
  
  Thank you for reaching out to us regarding your extraction and answering the questionnaire.
  
  One thing we need to confirm you are moving to Zoho/Stripe.We need to know if the files are going either directly to Zoho or directly to Stripe. If you could please clarify this we can get this extraction process going for you.
  
  Thanks,
  Authorize.net Account Specialist."
  
  You then posted the same information you had before, so we asked for clarification again on 4/11/2024 at 6:49 pm:
  
  "Hello *********,
  
  Thank you for reaching out to us regarding your extraction.
  
  One thing we need to confirm you are moving to Zoho/Stripe.We need to know if the files are going either directly to Zoho or directly to Stripe. If you could please clarify this, we can get this extraction process going for you.
  
  Thanks,
  *****
  Authorize.net Account Specialist."
  
  This was your response to the second attempt to get clarification. You posted this response on 4/15/2024 at 6:33pm:
  
  "The files are going directly to Zoho Payments"
  
  Our account specialists then sent you the data extraction waiver and once you sent it back, they reviewed the waiver and once again stated that we have a separate process to get the data to Stripe and gave a third opportunity for you to state that the data was going to Stripe; this was on 4/17/2024 at 5:13 am:
  
  "Hello *********,
  
  We noticed you mentioned you are moving this data over to Stripe. We do have a direct relationship with them and are able to send the data to them directly. If you want us to send it directly to them, please fill out the attached form instead as it is slightly different from the other. If you would like us to still send it to you, then just let us know that.
  
  Regards,
  Authorize.Net Account Specialists"
  
  Here is your response on 5/22/2024 at 11:39 pm:
  
  "Please just send it to me. I'm sending it to Zoho Payments, who uses Stripe I guess."
  
  Authorize attempted three times to clarify where the data was to be sent because we could've just sent the data extraction data directly to Stripe if you had specified that the data was going to Stripe. Because you stated that the data was going to Zoho and then eventually you requested that we send the data to you directly, we processed the data extraction and sent the data to you directly.Because of this, the second extraction will be billed.
  
  I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day!
  
  
  Regards,
  
  Lincoln G.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22016824
  
  I am rejecting this response because it is clear that you are selectively presenting data. The bottom line is that you did not adhere to the original scope of the project. It is disappointing that instead of acknowledging the miscommunication from both sides, you choose not to refund the payment for an unsuccessful export. I am more than willing to pay for a successful export or transfer. However, it is disheartening that a multi-million dollar company would withhold $250 when the original request was not fulfilled.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/29/2024

  Greetings *********, 
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name BlueSoft, LLC. and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.  
  
  The comments shared were not selectively presented. The case and all case comments are available for you to see any time to fact check. There would be no point in selectively presenting the comments. 
  
  Authorize.net made three clear attempts to state that we have different processes for sending the data extraction data directly to Stripe then for sending the data extraction data to you/Zoho. Authorize.net mad three clear attempts to specify where the data extraction data was to be sent. Authorize.net processed the data extraction and sent the data directly to you. Since the service was rendered and delivered as was requested, the extraction cannot be refunded.
  
  I want to apologize for the frustration; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day! 
  
  
  Regards, 
  
  Lincoln G.

• Initial Complaint

  Date:05/09/2024

  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.

  Dear BBB Officer,I want to bring to your attention A MASSIVE FRAUD being committed by Authorize.Net, which is also evident from other complaints on your very helpful platform.A customer purchased a product from my company's website on April 02, 2024, for $799 via a credit card. The transaction was routed through Authorize.Net, which did not transfer the charged funds to my bank account. Instead, after a few days, I received an email that they had closed my account for undisclosed reasons, and would be holding the $799 for 120 days in case the customer asks for a chargeback.I was shocked, and visited your platform, which evidenced that Authorize.Net had similarly scammed many other small businesses, like mine is. So, I asked the customer to ask for a chargeback.The customer accordingly disputed this $799 transaction with their credit card company. However, Authorize.Net, instead of paying the $799 from my funds that they are holding, took $799 out of my bank ****************************** has stolen my $799, which I need back. I will be contacting different states' Attorneys General in this regard, but wanted to seek your very kind advice first.Thank you very much for taking a look at my issue with this fraudster company (as evidenced by many other complaints on your platform), and sincerest regards,Nikhil

  

  Business Response

  Date: 05/15/2024

  Greetings Nikhil,

  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name DISRUPT **** and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.

  After reviewing the account and contacts under this gateway I was able to see that there was a closure of the account by our risk department, please note that we do not disclose reasons for risk closure due to the risk of fraud. Also please understand that as part of an automated process when a chargeback happens it is deducted from the account balance and can cause a negative account balance which would result in a debit if there have been no other transactions on the account. The held funds are not released in this situation as the merchant can dispute the chargeback and the customer can initiate the chargeback again in such a disputed situation.

  The 120 day hold of funds and this entire process is an industry standard that helps protect against fraud and loss for all companies involved. Please know that the funds that are being held will be released after the 120 days or earlier depending on the chargeback situation.

  I want to apologize for the misunderstanding/miscommunication; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day!
  
  Regards,
  ******************

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21688031
  

  Dear Better Business Bureau Officer,

  I sincerely thank you for your continuing very kind help in helping us in our contentious issue with the company (Authorize.Net - Visa).

  I am rejecting this response because:

  The company's response is just further obfuscation from the company in order to hold our stolen funds illegally. It becomes immediately patent from the company's verbose, but without any just reason, response, during any legal proceedings, that the company has no legal basis or authority to hold our funds, especially since I (the merchant) had categorically informed Authorize.Net's agent (**** in the **************** that we do not wish to dispute this particular chargeback. This was also mentioned in our initial BBB complaint that I had specifically asked the customer to ask for a chargeback from their credit card firm. Therefore, Authorize.Net cannot legally claim a potential dispute from our side as a basis for holding our funds. Also, contrary to the company's contention of 120 days being the industry norm for holding funds, my discussions with my attorney have yielded this to most probably be untrue, as well, since no business can function if customers are allowed 120 days to dispute transactions, since then the customers may just use our products (electronic devices) and return within 120 days (for any reason), which is much beyond the industry standard return policy of 15 to 30 days.

  In any case, based on this company's similar egregious behavior towards numerous other small businesses, as evidenced on your platform, I wasn't expecting any way the company would pay back our stolen funds through this complaint, not including the multitude of requests that we have made to the company over the past several weeks, before seeking recourse on your very helpful platform.

  Therefore, as exceedingly also in the interest of securing other small businesses in ******* against Authorize.Net's similar fraudulent activities, I have brought this issue to the attention of US Attorney General ***************************** and multiple states' Attorneys General, and asked my company's attorney to initiate legal proceedings against this firm to recover our stolen funds.

  Sincerely,

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

   

   

   

  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/21/2024

  Greetings Nikhil,

  To address your concerns, I would like to refer you to Visas public rules and Mastercards chargeback guide.While you are correct that customers are not always allowed to dispute charges up to 120 days, there are situations and laws that require this ability to be available to card holders. These can be found at these URLs or by searching the individual credit card network's chargeback rules and guidelines.

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

  Also, as explained on the same phone call that you referenced in your answer, this does not allow us to indefinitely keep funds; we can merely hold them for a limited amount of time. It was also explained that you can request an early release of funds. I cannot guarantee that our risk team would allow that, but working with our risk team would be the best way to expedite any release of funds.
  
  I understand that navigating these policies can be complex and sometimes frustrating, but I do assure you our company complies with all known applicable law, regulations, and requirements. Should you feel the need to further pursue this matter legally. Please direct all legal enquiries to our **************** at the contact information below
  
  Attn: Legal.
  Authorize.Net
  P.O. Box 8999
  *********************************
  Fax:************

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21688031
  
  I am rejecting this response because:

   

  This company has indulged in blatant crime - they have been holding our funds illegally for numerous weeks, then they stole funds from our bank account without any prior notice, and, most egregiously, neither of these funds - the ones they are holding and the ones they stole - have been used to pay the customer back for almost 2 weeks now. Since these acts are serious financial crimes, we have brought it to the attention of federal and state law enforcement authorities.

  
  Sincerely,
  
  *****************************