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:08/16/2023

  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.

  I was billed for a service that I never made use of, I never accessed, and I never approved activating.I contacted the company and they said that maybe my website had caused the issue.Even knowing that I have not used the feature, they refused to remove the charge.I was never made aware of the activation of the future, or given the option to opt out.I contacted their support via phone and chat, was led to believe the problem was resolved, and then this morning (8/16) received a notice of a late fee being added to my balance.Im going to pay the six dollar balance to keep my account from being closed so that I can continue to do business, but I do feel that I am entitled to a refund of that six dollars for a feature I never enabled or made use of, or authorized being billed for.

  

  Business Response

  Date: 08/17/2023

  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 ID, ******* under business name ******************** and I will be responding to your complaint from this account.

  I understand your concern over being billed for a service that you state you never activated, accessed, or approved as you mention in your compliant, so I have reviewed notes from the interactions that you have had with our Customer Support Team.

   After reviewing the account, I did find that the that the Customer Information Manager was activated on June 21, 2022, and as mentioned in interactions with the Agents, an email was sent out to all Merchants as well as Partners letting them know of the change in pricing. I do see as a courtesy we reversed the $20 late fee as well however, as there were Customer Information Manager profiles created, we are unable to reverse the $6 charge.

   I am sorry 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,

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

• Initial Complaint

  Date:08/10/2023

  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 july 28 we sign up with the ************* we use them for our website for rental watercrafts. The person that sign us up was Jared R*** and he was helping us with the set up. he schedule for training. On august 9th 2023 we receive an email that stated that our account is getting terminated effecting immediately. I call Jared R*** right away but no answer. So i called the customer service the could not tell me why our account was closed so i ask for supervisor they transfer me to and i was online waiting about 5-9 min and then they just hang up. so i called 2 times more and received exact same thing ask for super and hang up. After about 1 1/2 hour Jared R*** called me back i asked him why our account was closed he said he doesnt know but then he start asking me questions and he say that is because we were using there autorazation code wrong and i told him that we didnt know that was a problem nobody reach out to ask to help with that i told Jared R*** that when we do capture only on transaction that is for damages deposit and when customer bring back our vessel we refund that deposit back to them and i explain to him that we take copy of the customer driver license and original contract with signature of the customer. And he stated that because we were doing it wrong the close our account and he said that when we had training they should tell us about it but the person we talk never said anything about authorizing code because we were using just 4 numbers 1234 for that spot. Also we ha transactions that we charged customers never were deposit to our bank and they said is going to be refunded back to the customers. Today i went to my back and found out the charged us $1007.67 in 4 transactions. we ask them to reinstated our account back but all we get no and no explanation why and we requested a written letter from them and i was told we dont do that. Please help us to get to the bottom of this issue.Thank you and if there is any questions please feel free to call

  

  Business Response

  Date: 08/16/2023

  Greetings *******,
  
  I would like to thank you for contacting ************* 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 ID, ******* under business name “****** ***** ****** ***” and I will be responding to your complaint from this account.

  
  I can understand your concern over your account being closed without notification and apologize that you are going through this. Based off the attachments you provided in your complaint it appears as the information and the decision to close the account has come from Merchant One who is the partner that you worked with to set up both a gateway account and a merchant account.
  
  After reviewing the account, I did find that the gateway was set up directly through one of our Partners by the name of Merchant One.  ************* is acting as your gateway which if it has not been closed by either yourself or Merchant One, I would suggest doing that as well as gateway’s if charged or charged even if not in use. Due to the decision being made by Merchant One you will need to reach out to them directly as they would not provide that information to us as we are acting as a gateway for your account and not a Merchant Account. You can contact Merchant One at ###-###-####.

  
  I am sorry 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,

  
  Lynette W.

• Initial Complaint

  Date:08/09/2023

  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.

  Hello, We initially signed up for an account with a company Im owner of ********************* **** An application was submitted and cancelled within a couple of days and we have confirmed receipt from the reseller that they cancelled it and contacted authorize.net to say that we wanted to cancel as well. Then you referred us to legal counsel for $65. This is very emotional distressing - Im exhausted from all of this! We cancelled because fees were too high and then you send us to debt collectors. Want to us immediately removed from collections and an apology. You sent to ********************************** for collections for such a tiny amount of which nothing is owed! We cancelled our application and services on 4/3/23 and received confirmation as such was received and cancelled Payment Gateway ID: *******

  

  Business Response

  Date: 08/10/2023

  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 the listed in your complaint, ******* under business name ************************* and I will be responding to your complaint from this account.

  
  I can understand your concern over being sent to a collections agency on an account that has been confirmed closed, so I have reviewed the gateway listed and found that the account had not been closed and why.
  The account that you applied for was an All-in-One Account which means we were helping you with the Gateway Account as well as your Merchant Account. Due to this type of account the only person that could close the gateway account would be the person listed as an Account Owner profile which would have been created during the set-up process. Unfortunately, I do not see any contacts from anyone with the business requesting to close the account. Additionally, reviewing the information for your Merchant Account it looks like we sent you to one or our partners and that they have never received a response from your business regarding the application process at all.

  
  Due to the reasons mentioned above you will need to work directly with the collections company to settle the balance directly with them. If you do have any further additional information regarding confirmation that the gateway was closed, please feel free to respond to the complaint filed and attach the confirmation documents.

  
  I am sorry 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,

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

• Initial Complaint

  Date:05/17/2023

  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.

  I purchased an existing business March 1st 2023 and as part of the transition process contacted Authorize.net which is the payment gateway company for the existing business. I was directed by them in February 28th 2023 that I would need to change the account information and then the monies would be put on a hold. I was never contacted back after waiting several weeks I recontacted and was told that I needed to complete an appendix B, which I did and was told I would hear back in 24 -48 hours if there were any concerns. Several weeks went by with no response but I also didn't see any deposits into my account. I then called back and was told I needed to submit a change of account which included submitting a voided check, a verification of my business account from the bank and copy of drivers license. I did all that only to be told a week late that the address on file didn't match the address on my banking information. This of course was because the prior owners address is different. I was then told that this was no the correct way and I needed to submit the appendix B. I said I had already done that and they said the years in business was incorrect on the prior form and I would have to start over. Eventually after almost 3 months it got approved. Now they are holding my money from 3/1 to 4/28 saying the only option to receive it is to allow them to send it to the old owner and he wires it to me or have the old owner change his account information to mine. I am not in contact with the old owner and do not have trust in the old owner as the first time they "accidentally" released my money to him I didn't receive the full amount back. So I they are holding my money collecting interest while I struggle to pay bills and keep my family business open. Please help

  

  Business Response

  Date: 05/19/2023

  Greetings, *****

  
  In researching your complaint, I was unable to locate your Gateway Account to review the issue with funding. If you could please provide additional information such as the Business Name, telephone number listed on the account or your Gateway ID. I would be more than happy to locate the account to provide additional information.
  
  Thank you for choosing to partner with Authorize.net and I hope you enjoy the rest of your day.
  
  
  Regards,
  
  ****************** 

• Initial Complaint

  Date:04/17/2023

  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 removed monies from a chargeback that was already determined settled in favor of our company by merchant services and bank of america

  

  Business Response

  Date: 04/18/2023

  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 business name “*** ****** *****” and I will be responding to your complaint from this account.
  
  I can understand your concerns over money being deducted from your account for a chargeback that was settled in your favor. I have reviewed your account and as you are only using Authorize.net as a gateway and not as a Merchant Service Provider we would not be involved in the chargeback process. You can review any charges from us by reviewing your billing statement in your account. Also, any charges from us would say either ANET or AuthNet billing in the descriptor.
  
  I am sorry 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,
  
  Lynette W. 

• Initial Complaint

  Date:03/21/2023

  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.

  We have a merchant, Vestright who we are needing to move over thier recurring transactions. We've spent 2 hours on the phone and keep getting bad instructions. Our merchant is losing money. We need to get their recurring payments moved over.

  

  Business Response

  Date: 03/29/2023

  Hello ******,

  Thank you for contacting Authorize.net through the Better Business Bureau. I do understand your frustration over our hold times and have other 24x7 options like support cases, and chat as well as phone. The best option for help with an extraction would be to have an account owner listed on the gateway call in or submit a support case to get assistance with a data extraction.

  Your merchant can also continue to charge transactions through our gateway in the meantime, so they aren’t losing money. The best phone number to reach us at is ###-###-#### and we are happy to assist! I’m glad I was able to provide you with this information.

  Regards,

  Nicole W

• Initial Complaint

  Date:03/03/2023

  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.

  Authorize.net is a scam! Gateway ID ******* They denied the merchant account the same day and then want to charge me for services not rendered at all. I cancelled the gateway account and notified you all numerous times that I didnt want this service any more! This account was cancelled from day 1! You all said you couldnt provide me with any processing or merchant services so there was no need for me to be charged this a scam when it was cancelled immediately! I was also sent to collection wrongfully because my account was closed no services were provided By authorize.net I was denied!!!! They take advantage of businesses And I also got no emails for credit card processing for any service after I was denied so I need my account cleared of any balance due asap for wrongful billing! The account was suppose to be closed and I got denied!!! I never used the account or service so update the account to 0 balance and clear my name with creditors ********************************** asap! This is wrong and I need this account with authorize.net cleared asap $74.66 and remove my name out of collections with ********************************** asap! I donot owe you all anything!

  

  Business Response

  Date: 03/17/2023

  Greetings Afiyaa String,

  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. Regarding your account *******, that account was setup through our all in one option that includes both a gateway and merchant account. However, we are not able to approve the merchant account portion for every business that applies and as such when a merchant account is not available through Authorize.net, we do offer to send your application to other companies we work with or for you to continue to use the gateway with a merchant account that you would separately establish.

  This is explained in the email that is sent out as well as the requirement to contact us to close the gateway if you do not plan on using it.
  Once the gateway is established there is a monthly fee for having the account open, but you can close at anytime by contacting our chat support once you are logged in to the user you setup or calling in to our 24/7 support at ************. We dont have any record of contacting our support until the 3rd of March after the multiple emails had been sent regarding the delinquent balance and then was sent to collections.

  
  Our supervisor did try to come to a resolution on that day you contacted us that would include a refund but after refusing this resolution and expressing your displeasure with the suggestion the supervisor noted that the caller had disconnected.

  
  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: 03/21/2023

   
  Complaint: 19534856
  
  I am rejecting this response because: this business is a scam and the fake collection company they have harassing me for false debt! My account should not be sent to collections because no services was used or offered! I cancelled this service since you all couldnt approve me and no other companies contacted me so thats a lie a manager never offered me any refund!!!! And he was rude and refuse to help so stop the lies! He wanted me to pay for a service that was cancelled the same day! Why would I pay for a debt thats not mine And I never used that account you all are scammers and it shows. Update this Balance now to show this account was cancelled and update the account to 0! Also contact the fake law firm and tell them to stop harassing me because I owe no balance thats against the law! Why are they contacting me and harassing me?? This is not my debt thats on you all for not cancelling correctly. This company is a scam and I see many complaints about this scam for the same amount also! 

  
  Sincerely,
  
  Afiyaa String

  

  Business Response

  Date: 03/24/2023

  Hi ******,

  
  Thank you for responding. I do understand your frustration but when you sign up for an Authorize.net account you put in your billing information and check the box to agree to be billed once you have activated your gateway. We dont have any record of your request to close the account so this would continue to bill until you contact us which you did after you received the notice that it was sent to collections. We do send multiple emails prior to sending the bill to ****** and ****** to let you know that the account has a balance and will be closed. Also,if we are unable to find a ******** Service Provider for you, you can always attach any ******** Account of your choosing to the gateway, being denied for a ******** Account with one of our partners doesnt close the gateway which is separate and was also information provided to you via email.

  
  Although, you turned down the resolution that included a refund with our supervisor previously, as a one-time courtesy I have pulled back the balance from ****** and ****** and brought the balance on your account down to zero. I also checked to make sure the account remains closed so that you dont get billed again. I hope this helps and Im glad that I was able to address this issue for you.

  
  Thank you for contacting us and have a great day!

  
  Regards,

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

• Initial Complaint

  Date:01/19/2023

  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.

  Payment Gateway ID: [ ******* ]I opened an account to process echecks for my small buisness. We have been processing payments with intuit for about 4 years. I went through the onboarding process and submitted bank statements, social securiity, articles of incorporation, merchant statements to prove my history in December of 2022. After making my first few days of deposits of over $7,000 my account was closed. What was the onboarding process for? It would seam that this company does this to get as many initial depsoits as posiible and then hold your money. When I called authorize.net they said that they can't release my funds for 90 days. They then said wait 30 days and you can ask for an early release after 30 days. So, I waited 30 days and they denied my release. So, I go to my bank and sign up for merchant services after this Fraud - Misrepresentation of services. I send all of the same documentation as above and they said that I am approved under thier bank and send me access to a Authorize,net gateway and that I would need to sign up for echecks with authorize.net. So, I think lets prove echecks Fraudulent buisness model. I go through the onboarding process again and they APPROVE ME just a few weeks later in January 2023. Payment Gateway ID: ******* I submit the first weeks of checks in January and just as before they closed my account with about $6,000 in deposits. I ask for how long will the funds be held? They say 90 days. Perfectly prooving the fraudulent scheme. I have all of the emails to prove. I request that they release my funds immediatly or I will be forced to report this scheme to the authorities. Small business owners do not trust your funds with echecks. ******************* needs to get away from this merchant providers fraudulent business model. This fraudulent business model can cripple or end your small business.

  

  Business Response

  Date: 01/25/2023

  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 both gateways listed in your complaint, ******* and ******* under business name Contractor Registrationand Contractor ******************** LLC and I will be responding to your complaint from this account.
  
  I can understand your concerns over the funding hold for eCheck transactions. This is a standard practice for all new eCheck merchants; 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.
  
  At Authorize.net our standard funding hold period is 5-7 business days; however, the underwriting team performs a final review once the first transactions are processed and during that final review it was found that we could not support the business model. I did reach out to our underwriting team to see if there was anything we could do to release the funds earlier and unfortunately, we do need to wait the 90 days that you were originally given to ensure that all transactions are covered, and no chargebacks issued due to already seeing some chargebacks and returns.
  
  I am sorry 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,
  
  ******************

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18837472
  
  I am rejecting this response because: Yes, I already heard this from support. You could have denied our application before you accepted our funds. However, you decided to approve and accept funds under fraudulent pretenses as outlined in the complaint. IF you do not release our funds I will be forced to file a complaint with financial services in **** and file local theft complaint with the police in **** as well. You have already held our funds for over 30 days and have access to our account which we have been in business for over 4 years with no issues. You can also send BACK OUR CUSTOMERS THEIR MONEY which we asked for once you started holding the funds and we can work with REPUTABLE provider to deal with processing our customers and our company who work with the federal government daily. I will ask all companies to file BBB complaints as well. No compromise on your side is not going to be acceptable.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/31/2023

  Greetings *********,
  
  Thank you for responding so quickly and I do understand the frustration with being provided the same information as provided originally so I reached out to Risk and *********************** to see if there was anything we could do to release the funds. Unfortunately, due to the number of returns and a chargeback recently, we are unable to release the funds as we need to ensure that there is enough time for all Financial Institutions to clear all eCheck transactions that have been ran will clear.
  
  Thank you for contacting us and have a great day!
  
  Regards,

  ****************** | Team Associate, Client Support | Authorize.net | phone: ************
  
  VISA CONFIDENTIAL:The information contained in this transmission (including any attachments) is confidential and may be privileged. It is intended only for the use of the individual or entity named above. If you are not the intended recipient,dissemination, distribution, or copy of this communication is strictly prohibited. If you have received this communication in error, please erase all copies of this message and its attachments and notify me immediately.
  
  

   

• Initial Complaint

  Date:11/09/2022

  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 set up a new echeck processing account with Authorize.net in October 2022.They confirmed every step of my account setup and approved my business.On November 1st, they processed my first set of client payments.On November 2nd, they confirmed successful transactions.On November 7th they informed me my account was cancelled and my funds were being held for 90 days.They stated that their underwriter's review - after my first transaction instead of before determined that they did not care to do business with my company.I requested a reason for their cancelation and an immediate release of my funds. They declined my request and told me to submit my request again in 30 days.All of this done through email with no ability to elevate my case within Authorize.net.I have an email trail to confirm these decisions and statements.

  

  Business Response

  Date: 11/15/2022

  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 have found gateway ******* under business name Action Point 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 eCheck transactions. This is a standard practice for all new eCheck merchants; 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.
  
  At Authorize.net our standard funding hold period is 5-7 business days. However, the underwriting team performs a final review once the first transactions are processed and during that final review it was found that we could not support the business model. I did reach out to our underwriting team to see if there was anything we could do to release the funds earlier and unfortunately, we do need to wait the 90 days that you were originally given to ensure that all transactions are covered, and no chargebacks issued. However,you may request an early review within 30 days as youve mentioned.
  I am sorry 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,
  
  ******************

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18379030
  
  I am rejecting this response because:

  *******,

  You have word for word repeated the response I've received earlier from other authorize.net representatives. You still failed to identify the root cause of my cancelation and fund hold.

  Why did your underwriter only review my company after processing my client payments and not prior? Authorize.net approved my company at every step during my on-boarding. I had no reason to believe you would cancel my account unilaterally providing only a subjective statement of cause.

  I've been in business for over 15 years, doing business with another processing company. Curious that you classify my company as a risk. Even more mysterious that Authorize.net will not state the criteria or process needed to release my funds prior to 90 days.

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

  

  Business Response

  Date: 11/21/2022

  Greetings *******,
  
  Thank you for responding so quickly and I do understand the frustration with being provided the same information as provided originally so I reached out to Risk and *********************** to see if I could gather any other information regarding why your eCheck account was cancelled and unfortunately, the only additional information that they can provide is that in order to maintain the integrity of our underwriting process, we are unable to provide any details for the reason for the decline.   However, I also found out that some additional information has been requested and even if you can not provide invoices if you have a contract of sale or any other documentation that shows what the services are for that can be forwarded to our *************** and they can review for an early review.
  
  Thank you for contacting us and have a great day!
  
  Regards,

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

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair 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 opened an account with Authorized.net early January 2022 to assist my small business with receiving payment. I was explained what my fees were going to be every month, to which I agree. I ask several time that the monthly fee were my only fee to which the person creating the account several times told that "Yes" the monthly fees plus the fee per transaction were my only fees. I was not explained of the yearly fees and all this extra fee associated with the account. To my knowledge this service was similar to a *************** but better, To my surprise this service was nowhere close to a PayPal, this service is far worse. When I found out that I was getting charge $150 for a PCI compliance which I was explain that is a thing that they do in order to have credit card companies trust you with using their credit cards at your company, to which it made no sense to me. I immediately cancel the account and ask for the yearly fee be reverse as I only had the account for 4-6 months to which the said no. I ask the fee at least be prorated and after expending numerous hours on the phone with customer services and other people that I was transfer they basically laughed at my and refused to reverse the fee. Please stay away from this company, there are many other companies out there that do the same service with less fees than this one. This company like to scam their customers and there are so many other companies involved that you don't even know who to call for assistance.

  

  Business Response

  Date: 10/13/2022

  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 have found gateway ******* under business name E and E Collectibles 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 your concerns over being charged 12 months for an account that as you mentioned you only used for 4-6 months and see that the gateway account was closed on 8/5/2022.
  
  After reviewing your account, I found that your gateway was set up by one of our Partners by the name of ****************. The reason this is important is that means that Authorize.net was acting only as your gateway and not your ******** Service Provider. The fees for your gateway are the monthly charge of $25.00 for the gateway when open and then when processing there was a .05 batch fee and a .08 transaction fee. However, the fee you mention is your PCI compliance and that is not something that we bill you for, that is billed by your ******** Service Provider.  
  
  I am sorry for the confusion and unfortunately because the fee youre disputing was not billed by Authorize.net I am not able to assist with that request. I am happy however, 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: 10/18/2022

   
  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,
  
  ***********************