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

  
• 

  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:05/07/2024

  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.

  I use authorize.net for shopify, shopify alerted me I have 30 days to update my payment processor, because it will no longer be compatible, I attempted to do this though authorize .net and was told it could not be done and to call a third party. Shopify is making clear authorize.net processor needs to be updated and your company refuses to update the processor. I need the processor updated so I can keep accpeting payments and your company gagve me run around instead of updating Please update the processor Gateway ID ******* email ********************

  

  Business Response

  Date: 05/14/2024

  Hello ******,
  
  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 osm buy and I will be responding to your complaint from this account. If this is not the correct account, then please let me know.  
  
  It does look like you have opened case ********* with our digital team and they are awaiting additional information. They need to understand more about what Shopify is asking and if you do want to update your processor you would need to attach the *** sheet to your case. This sheet has a list of the numbers and the name of the new processor you would like to switch to. Normally you would get this information from your ******** Service Provider (MSP).

  In addition to your support case, we offer 24x7 via chat and phone as well *************. Once you have your *** sheet from your MSP just give us a call and it only takes a few minutes to update your account.   
  
  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:03/12/2024

  Type:Sales and Advertising 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.

  The Authorize.net approved my business as a merchant company, my costumer start shopping from my website after 3 days Authorize.net close my account with out any officiation and hold $800 for minimum of 30 days, this is a kind of new business and $800 holding money can effect the business, they could not approved me and I had a chance to apply for another company. Probably they try to collect some capital from businesses, otherwise they should disapproved me in the first place

  

  Business Response

  Date: 03/14/2024

  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 PNB 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.
  
  When you were originally approved for the merchant account through **********************, our underwriting team had done enough underwriting to approve you. However, the underwriting process is not complete until after transaction processing has taken place and our underwriting team can do an initial review. Upon finishing that initial review, your business model no longer fell under our sponsoring bank's guidelines for businesses that we can support with merchant accounts and the merchant account was terminated. 
  
  When a merchant account gets terminated, the funds are placed on hold for a minimum of 30 days up to 120 days. You may be eligible for an early release of funds. To see if you are eligible, you will need to call our merchant account support team at ************.
  
  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:12/19/2023

  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.

  This credit Card processing account was closed when we transferred to another processor, yet they kept billing us $22.95 every month since the last transaction on April 2022.They offered only a limited correction and refund of $183.60 instead of the full $459.00.We are asking for a fair settlement.

  

  Business Response

  Date: 12/20/2023

  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 Sensible EMS 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 want to get some additional settlement in regards to the Authorize.net account as you thought you had cancelled it when you switched to a new ******** Services Provider (MSP) or Processor. Cancelling with your MSP or Processor does not cancel the Authorize.net account as we are separate entities. We received no request to cancel this Authorize.net account until 12/19/2023 and which point it was explained that Authorize.net, according to the merchant agreement that was agreed to when you activated the Authorize.net gateway, does bill every month regardless of if the account has transactions running through it since the billing is based off of access, not usage. See section 5 and 6 of the below merchant agreement. 
  
  ********************************************************************************************************
  
  At the time of closure we were under no legal obligation, per the merchant agreement mentioned above, to refund any of the fees we had charged you. We understand that things happen and transitions can be confusing, however,  so we refunded 8 months worth of fees ($183.60) as a courtesy. We feel that this is more than fair, but I was able to refund 2 additional months of the fees we billed you ($45.90) which equates to a total refund of 10 months ($229.50), or half of what you were billed.
  
  I want to apologize for the confusion; however, I am happy that I was able to provide you with further information, additional refund, and address this issue for you. Thank you for contacting us and have a great day! 
  
    
  
  Regards, 
  
  Lincoln G. 
  
  

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21032615
  
  I am rejecting this response because:

  Indeed there is a lot of confusion between you, Paysafe, ***************** services, and the bank.

  The bank (***** Fargo) says that the *** debit descriptions you are sending are inadequate and vague.

  Even though we called support to close the account and did not process any transaction since June 2022 and the closing of the account, you charged us quite a lot of money, but Flagship also charged us over $3,000 extra.

  As a compromise, we will accept $250.00.

  Thanks
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/25/2023

  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 Sensible EMS 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.  
  
  Paysafe, ***************** Services, Authorize.net, and your bank are all separate entities and cancelling your account with one, does not close them all as explained previously.
  
  Our ACH billing descriptor is the following "AUTHNET GATEWAY DES:BILLING" which makes it quite clear that Authorize.net would be billing you. We received no communication to close the Authorize.net Gateway mentioned above until 12/19/2023 at which point the account was closed and were issued a refund of 8 months of fees. We have now, as an extra courtesy, extended that refund to 10 months of the fees, which is half of what you where billed. 
  
  We also explained previously that Authorize.net is legally allowed to bill you every month whether or not the account is used as our monthly gateway fee is based off of access to the service, not usage of the service. See the merchant agreement that you agreed to during the activation of your Authorize.net account below. We were also under no legal obligation to refund any of the fees. We will be unable to refund any more of the fees that we billed you, but have been more than generous in meeting you half way because we know things happen and not everyone pays close attention to their billing statements. 
  
  ********************************************************************************************************
  
  In order to address the $3,000 that Flagship charged you, you will need to reach out to them.
  
  I want to apologize again for the misunderstanding/miscommunication; however, I am happy that I was able to point you in the right direction and address this issue for you. Thank you for contacting us and have a great day!
  

  
  Regards,
  
  Lincoln G.

  
  

  Customer Answer

  Date: 12/28/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/19/2023

  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.

  AUTHORIZE.NET WILL NOT RELEASE OUR STANDARD BUYER CREDIT CARD TRANSACTION, BUSINESS AS USUAL, CLEARED CREDIT CARD FOR THE AMOUNT OF $20,600.00. FAR BEYOND THE ACCEPTABLE TIME TO DEPOSIT IN OUR COMPANY BANK ACCOUNT. THEY ARE ALLEDGING SOME BOGUS CLAIM OF REQUESTING BANK STATEMENTS AND CREDIT CARD STATEMENTS OVER SEVERAL MONTHS, TO RELEASE OUR FUNDS. WE HAVE BEEN A CUSTOMER FOR OVER 10 YEARS, AND NEVER HAVE HAD THIS QUESTIONABLE DEMAND. WE HAVE SENT THEM TWO FORMAL DEMANDS FOR OUR $20,600.00 THEY WILL NOT RELEASE. WE HAVE HIRED A LAWYER . DO NOT USE THIS COMPANY ....... ADVISE RUN!!!!

  

  Business Response

  Date: 12/20/2023

  Hello ***,

  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  Authorize.net gateway, ******* under the business name ****** Group and I will be responding to your complaint from this account. If this is not the correct account, please let me know the correct gateway ID for reference.  

  On this gateway, Authorize.net is not serving as your ******** Service Provider (MSP), the company who provides you with funding. Since this is a funding concern, you will want to reach out to the company who normally provides you with deposits. If you dont know who that is, your bank will most likely be able to provide you with a phone number for whichever company has made deposits for you in the past.

  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, 
  ****** W 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21032357
  
  I am rejecting this response because

  We do not agree with the response. Our merchant services card provide IS Autorize.net now ,and for years.  The support is below. As you will see the 

  transaction is/was via AUTHORIZE.NET .  We need our funds, and expect them to be released into our account today. In addition we have email support to 

  the Auctorize.net account manganers , and the alleged risk manager . They do not respond to our demand emails, answer the provided number.  We will include these 

   folks , personally in our legal action if needed. 

  Merchant Profile
  Help
  
  ****** Group
  Payment Gateway ID: [ ******* ]

  The transaction in claim is for $22,600.00 almost 2 weeks , ago . 

  Transaction Detail
  Help
  
  
   Transaction ID: ************ Create ARB Subscription from Transaction
  Transaction Status:  Settled Successfully  
  
  
  Settlement Information
  Settlement Amount: USD 22,600.00
  Settlement Date and Time: 11-Dec-2023 16:24:27 PST
  Business Day: 11-Dec-2023
  Batch ID: *********
  Authorization Information
  Authorization Amount: USD 22,600.00
  Submit Date/Time: 11-Dec-2023 12:18:52 PST
  Authorization Code: 05590Z
  Reference Transaction ID: Not Applicable
  Transaction Type: Authorization w/ Auto Capture
  Market Type: MOTO
  Product: Card Not Present
  Address Verification Status: AVS Not Applicable (P)
  Card Code Status: Not Applicable
  CAVV Result Code: Not Applicable
  Fraud Score Applied: Not Applicable
  Recurring Billing Transaction: N
  Partial Capture Status: Not Applicable
  Customer IP:
  Payment Information
  Card Type: MasterCard
  Card Number: XXXX9903
  Expiration Date: XXXX
  Total Amount: USD 22,600.00
  Order Information
  Invoice #: ******
  Description: KENWORTH

   

   

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

  

  Business Response

  Date: 12/25/2023

  Hello ***,

  Thank you for your response. I do apologize but Authorize.net does not provide you with your deposits. Your gateway with Authorize.net has been open since this year. We authorize the credit card transactions on your account and then send the information to your ******** Service Provider (MSP). It looks like your Authorize.net gateway was opened by one of our Partners, iPayment, **** The phone number I have for them is: **************.

  They may be your MSP or may know who your MSP is. If they dont handle your deposits, I would suggest calling your bank and asking for the name of the company who provided your deposits in the past.

  I want to apologize again for the misunderstanding/miscommunication; however, I am happy that I was able to point you in the right direction and address this issue for you. Thank you for contacting us and have a great day!

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

• Initial Complaint

  Date:12/03/2023

  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.

  Legitimate transactions made for client web hosting services funds are being held by authorize.net. I have tried 3 times go get them to release these funds and keep getting the run around. They have been sitting on one transaction since October 27th and have failed to release the funds. I am a small business owner and can't run my business without these funds.

  

  Business Response

  Date: 12/04/2023

  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 can understand your concerns over the funding hold for credit card transactions. This is a standard practice for all new merchants who have a merchant account through Authorize.net; as with all underwriting done, there are internal checks and balances in place to ensure the protection of Authorize.net and the businesses we work with. As part of these underwriting practices, it is standard to have a funding hold period (please see section 15 of the acquirer agreement that can be found in the "merchant profile" page of your Authorize.net merchant interface). Once initial transactions have been processed, our underwriting team does their final underwriting review; at which point they may ask for additional documentation. Once the final underwriting review is complete, the account will be moved to our standard funding hold period, which is 5-7 business days. 
  
  I did some research and found that you have called in before and we have released a part of your funds already. To get the remainder of your funds released, you will need to call our merchant acquiring team at ###-###-#### during their business hours, 7am-6pm Mountain Time Monday through Friday.
  
  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: 12/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  As of 12/7/2023 not paid us the money they owe us.  We will be cancelling our account with them once all monies are paid. If this is not done by the 15th of December we will be reaching out to the State of Florida Attorney General's Office.
  
  
  ****** *****

  

  Business Response

  Date: 12/11/2023

  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 wanting to get the money for the transactions you have processed. I do see that you had contacted us on 12/8/2023 to close your Authorize.net account. The representative that you had spoken with had requested that the rest of your funds be released to you and had gotten a response that we had already released the remainder of your funds that day. If you haven't seen those post to your bank account yet, they should post within 2-3 business days depending on how long it takes for your bank to post them to your account. 
  
  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: 12/11/2023

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/14/2023

  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 in business for a decade now. I started with authroized.net and after a few years went with another vendor. Recently I went back to authorized and so wish I hadnt. They have been holding my funds for over a month. Why? Because I hit some imaginary threshold that Im now at aligns with my business that they approved. How much are they holding? Over $170,000.00. After weeks of requesting my money, was informed yesterday that they would be releasing the funds. This morning, not only was there no $170K deposited, they actually took $7,800.00 with no information l, just a withdrawal. This put our account in the negative and our payroll will now not be able to be processed. We have not been able to conduct business IE order raw materials and manufacture product to fulfill orders. We have lost several significant clients and now an employee. We want an explaination, our money owed and damages.

  

  Business Response

  Date: 11/15/2023

  Hello *****,

  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 2 Authorize.net gateways, ******* and ******* under the business name GENEPRO PROTEIN and I will be responding to your complaint from these accounts. If these are not the correct accounts, then please let me know the correct gateway ID for reference.  

  On both gateways, Authorize.net is not serving as your ******** Service Provider (MSP), the company who provides you with funding. Since this is a funding concern, you will want to reach out to the company who normally provides you with deposits. If you dont know who that is, your bank will most likely be able to provide you with a phone number for whichever company has made deposits for you in the past.

  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, 
  ****** W 

• Initial Complaint

  Date:09/30/2023

  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.

  I am new with Authorize.net, one month to date. I am not new to my business of 18 years. I started using Authorize.net because I launched a website. Prior I used Square to process transactions. On Friday September 22, 2023 I placed an order for $860. authorize.net flagged the processing because of the size of the transaction. But did not notify me for 2 business days, 1 day after I should have received the funds. They said I needed to provide more information, name, address, phone number of my clients card, and copy of invoice. I got info and returned email. Nothing for 2 more days. I call. They said it is in risk mgmt for review as they have to contact my client to confirm they approved the transaction! I asked for number to call risk mgmt directly, **** said they only accept communication by email. So I sent email Thursday same day. Friday, now a week later, no word. I call back and lady said it usually takes 1 to 2 business days for review once they contact the cardholder. She said you should get a reply and release by Monday or Tuesday! Unbelievable! I said why was this transaction flagged? Ive been in business 18 years with over ****** orders with Square and not once had this problem? She said you are a new account and any large transaction could be flagged until you build history with us past 90 days before flagging will be less. I said you are kidding me! She also said you are limited to the $14,000 monthly sales transactions ir risk more orders being held for review. What? I just added 105 new clients from a recent expo and Will he more than doubling my business and your telling me to expect more holds? She said yes. After 90 days you can request a review to raise your limit. I said I cant wait 90 days! I said you are anti business and archaic ****s style service! I says your competitors dont have your restrictions. She said we are not our competitors. I said you sure are not! Run from Authorize.net. They wont help you!

  

  Business Response

  Date: 10/06/2023

  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 PrinterShoppe,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.  
  
  It doesnt look like we control the funding on your Authorize.net account. You will want to get in touch with your ******** Service Provider (MSP) to discuss any holds.Authorize.net authorizes the credit card transactions that come into your gateway and after we have authorized them, we will pass that information at the end of the day to your MSP so they can provide you with the funding based off what we tell them has been authorized. Please reach out to your MSP for more information on your missing funds.
  
  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: 10/11/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/30/2023

  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.

  On 9-24-2003 I accepted the terms and conditions and application form for Authorize.net to process my website's online credit card processing. After a few days, I noticed that my funds were not being deposited into our company's bank account. I contacted Authorize.net’s customer service to request an explanation and their representative told me that he has forwarded my request to the appropriate department, and I would receive an email with an account representative in charge to address my concerns and questions. Nothing was received and no email or call was made to me. I called again and discovered that the first representative never opened a service ticket and that this new representative, Sam, would now open a new service ticket. I then received an email from them asking for a Preprinted voided check to verify my bank account which had already been verified in the initial application and contract. I once again complied and sent the requested voided check to the email for the underwriters/Risk Department which had already approved my account. The next day I called again and I was told that it takes two business days to get a reply and a decision. Meanwhile, $14,000 of funds were accumulating and not being transferred to my bank account. I explained that my application was already activated by the underwriters and I was using Authorize.net to process my online payments which now have summed up to over $14,000 and have not been deposited into my account. The representative told me to wait for their decision and I would get a reply soon and there should be nothing else that they will need. I explained that the bank account had been verified in the initial application and why was I being asked to provide this information again which I once again gladly offered with the voided check. He could not explain and once again asked me to wait for a representative to contact me. I received an email that my account had been closed and that my funds would be held up for 120 days

  

  Business Response

  Date: 10/06/2023

  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.
  
  When you were originally approved for the merchant account through Authorize.net, our underwriting team had done enough underwriting to approve you. However, the underwriting process is not complete until after transaction processing has taken place and our underwriting team can do an initial review. During that initial review, our underwriting department may ask for additional documents, which they did in this instance. Upon finishing that initial review, your business model no longer fell under our sponsoring bank's guidelines for businesses that we can support with merchant accounts and the merchant account was terminated. 
  
  When a merchant account gets terminated, the funds are placed on hold for up to 120 days. You may be eligible for an early release of funds. To see if you are eligible, you will need to call our merchant account support team at ###-###-####.
  
  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: 10/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: There is no justification for freezing my company's 14k plus which has been already withdrawn from the clients' bank account.  To hijack and keep our hard earned money hostage based on baseless or no evidence or explanation is robbery.  I am back with PayPal and I transfer my funds successfully every night and if there is a charge back or a claim (very rare or nonexistent), I address it accordingly with evidence and attachments with proof and if the claim turns out to be in the favor of the card holder, PayPal withdraws and reverses those funds from our bank account which your company already has and approved.  I request that you release our funds now based on the history and absence of any charge-backs and if for some rare unforeseen reason there is a charge-back the proper paper work is sent to me to reply and provide proof of services provided.  Your decision to withhold 14k of our money based on some underwriter's arbitrary decision, after we had been approved, is unjust and frankly should be illegal. Meanwhile you are acting as a gateway only and charging me a monthly fee for a service that I am unable to use since you closed my processing account and have not contacted me, as promised by your representatives, for another processor that would be able to work with us.  We are not a high risk business and have been in business for 30 years! We work with homeland Security, The FBI, hundreds of State Boards and thousands of accredited universities in the United States and have never ever been treated so badly by anyone as we have with your company.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 10/18/2023

  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 apologize that the first that the first response was not acceptable. I certainly understand the frustration of the money being held and would like to further explain why Authorize.net is currently holding the funds after your eCheck account was terminated.
  
  I do want to clarify that according to the eCheck.net service agreement that was signed when applying for eCheck, "Upon termination of the effective term of this Agreement for any reason, Authorize.net may withhold payment to Merchant for such period of time necessary to establish a Reserve Account to cover any potential Chargebacks, refunds and/or uncollected discounts or fees." See section 10.3 on page 8 of the following document:  
  
  *********************************************************************************************************
  
  I would like to clarify that eCheck transactions are ACH transactions, meaning if there is a chargeback, there is no dispute process. As such, Authorize.net takes on the risk of your eCheck processing. Because of this Authorize.net is able to withhold funds as stated previously to cover chargebacks, refunds etc. You may also read section 5.3.1 of the above agreement.
  
  You may also qualify for an early release of funds. To see if you qualify, please reach out to our merchant acquiring team at ###-###-####.
  
  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, 
  
  Lincoln G.

  Customer Answer

  Date: 10/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The mentioned echeck account was terminated because your echeck system with not work properly with Jotforms and it was terminated immediately and the same day.  The forms used on my website with Jotforms can only accommodate either credit cards or echeck which was not an option used by my clients. If you check our transaction history you will notice that all the charges are credit card transactions.  Unlike other merchant services, echeck and credit card transactions can be incorporated in one option and implemented on the same form, therefore, no need to build multiple forms of the same form and program and build new website pages pointing to either echeck or credit card options.  What you are referring to has absolutely nothing to do with you baseless and arbitrary closure, termination and hijacking of our funds.  Once again, I request that you release these funds based on no chargebacks up to now.  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/22/2023

  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.

  As following email, out account (******************, ID ******** with ********************** was closed.However as I attached bank transaction screen shot, they keep deducting money from our bank account. I email them several time to stop charging and refund us, but never get response.Please make them act fairly. Request to refund at least $17x4=$68 as of 9/22/23. (if after 10/1, could be more)From: supportnoreply <****************************> Sent: Tuesday, May 16, 2023 10:20 AM To: *********************** <*********************>Subject: Authorize.Net Account Closure Confirmation Payment Gateway ID: ******* Hello ***********************, Authorize.Net Payment Gateway ID ******* has been closed at your request.

  

  Business Response

  Date: 10/06/2023

  ****************,
  
  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 as I do understand the frustration you expressed.
  
  I can confirm the ** you referenced ******* was closed in May of 2023 and has not billed since that month, however if you are still seeing charges from Authorize.net it is possible that you had a second account. I would suggest reviewing the activation emails that are sent out for every gateway to see if there is a different account number you would have had. Please note that we do not allow gateways to be linked so each individual account must be shut down separately.If you cannot find any additional account number, please feel free to contact our 24/7 support line at ************ we can search by other parameters such as business phone number even if you arent able to provide a gateway account number.
  
  Thank you for contacting us and have a great day!
  
  Regards,
  
  ****************** 

  Customer Answer

  Date: 10/06/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/31/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began to open an account but never completed or activated the setup. A short time later I began to get notices by email that I owed money. Yet in the email it said balance owed $0. After several notices I eventually called and the representative I talked to pulled up my account and said I never completed the setup or activated the account and there was nothing I needed to do. Now I’m receiving collector notices from a law firm stating I owe $64.29. I would stay far away from this company. This was done through my company ************

  

  Business Response

  Date: 09/14/2023

  Hello ******,

  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 do see that you contacted Authorize.net on April 18, 2023, due to an email you received about a past due bill. You had indicated that you weren’t sure what the account was for, but you were able to log in and mentioned that you thought the gateway was for your website. The agent helped you see that your account was not in use and that it was in test mode and not hooked up to a website. You then advised that was everything you needed and disconnected the call. During the call you did not clarify if you would use the account, if you would pay the bill or if you would close the account before you disconnected. I don’t see another contact about this account after that. Since the Authorize.net gateway is billed like a subscription you would need to call to close the account to avoid being billed. This account was not closed so it did not stop billing and did get sent to our collections company for non payment.

  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,  
  Nicole W

  Customer Answer

  Date: 09/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  You clearly acknowledged in your response I never used your services. The bills I received stated $0 due. However an amount was sent to collections. This is absurd behavior on behalf of a business. Your company should not be allowed to be in business. How does your company even charge fees for accounts that’s not active and never has been. Is this the only way the company makes money by scamming people out of money? 

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

  

  Business Response

  Date: 09/18/2023

  Hello ******,

  I apologize for the misunderstanding when you sign up for an Authorize.net gateway you do get billed every month whether you use the service or not, until you close the account, it is a subscription service that you must request to have canceled in order to not be billed. In my previous reply I went over the one contact you had with our company. You would also see a monthly charge with AuthNet DES: Billing as the descriptor on your bank account or credit card.  We are also available 24/7 via phone or chat so that you can request to close the account.

  As a one-time courtesy I was able to waive the balance with our collections company, Landry & Jacobs, so you will not need to worry about paying any fees.
  I’m glad that I was able to assist you with resolving the fee on your account. It will remain closed. Thank you for contacting us and have a great day!

  Regards,  

  Nicole W

  Customer Answer

  Date: 09/18/2023

  
  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.
  
  Sincerely,
  
  ****** *******