Business Profile

Credit Card Processing Services

OpenEdge Payments, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for OpenEdge Payments, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

13 total complaints in the last 3 years.
2 complaints closed in the last 12 months.

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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:09/05/2024
Type:Product Issues
Status:
UnansweredMore 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.
Open Edge - Global Payments has been processing our credit cards for years. Our company is CDF & Associates, LLC d/b/a Spicer Marine Basin. The only reason that we chose that company was because our software supplier said that the time of purchase that it was the only company I could use the the integrated payment portion of the software. Our rates for that service have always been too high but recently an outrageous amount of money for what they call "settlement funding fee" and "risk assessment fee" has been deducted from our account. In the month of August alone those fees totaled more than $4000 bringing our credit card fees to almost 10% of the amount processed. In a competitive marketplace this kind of billing is egregious and without proper notification or authorization. I want them to refund the money that I was overcharged for the last year and I want all businesses that use their processing service to be aware of their terrible business practices.
Initial Complaint
Date:04/04/2024
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.
OpenEdge is a credit card processor that was providing services to our company, Espanola Spirits Limited, by charging our online customers' credit cards for a fee when they were purchasing / ordering our wines through our website. Every quarter OpenEdge required us to complete the so-called Merchant Vulnerability Scan. For as long as this scan was being completed before the end of the quarter, no noncompliance fees were ever charged. It is customary for this company to send us periodic emails advising to take care of the scan in order to stay in compliance. The email reminding us to take the scan was sent to us on March 7 of 2024. The scan, therefore, was completed on March 21, 2024 -- well before the end of the month and the first quarter in order to stay in compliance. OpenEdge, however, proceeded to charge our corporate bank account a noncompliance fee of $73.53 on April 2, 2024. OpenEdge was contacted on March 22, 2024 in order to have our company's account with that company to be canceled immediately. At that time we were told that the account has a zero balance and is fully settled and that it will be closed. Having the noncompliance charge appearing on our account and being charged just two days ago, we have reached out to OpenEdge just a few minutes ago to have it disputed but were given a runaround with an initial refusal to credit our account back for this fraudulent, unnecessary, and erroneous fee. We are seeking all remedies possible and a review of this company's practices as deceptive, fraudulent, and deceiving.
Business Response
Date: 04/05/2024
The account was flagged by our compliance partner as having lapsed (and thusly non-compliant) in February, with the first notice going out on February 4th. This is why the non-compliance assessment was entered on the March statement. We sincerely apologize for any frustrations or confusions that were created if you did not receive that initial message to take action.
The team member you spoke with has entered a credit for the amount requested and will be processed.
Customer Answer
Date: 04/08/2024

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. If the Company is not going to process the credit within a reasonable amount of time, I will reopen this complaint and will notify the BBB accordingly.

Sincerely,

**** *******
Initial Complaint
Date:03/22/2024
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.
Capitol Breathe Free has been engaged in criminal financial activity, including but not limited to scamming people by abusing medical authority to apply undue duress to patients to purchase falely advertised products and services. The online payment platform openedgepay.com operated by Global Payments Integrated, Inc. has been enabling Capitol Breathe Free to operate their scam through. The details of Capitol Breathe Free's scam operation have been investigated by the Metropolitan Police Department of Washington, D.C. under Officer ****** ****** (Badge #**** and emai* ********************) with CCN (Central Complaint Number) ******** with district/unit 3D.
Business Response
Date: 03/26/2024
We appreciate the notification and will look into the report. Thank you.
Customer Answer
Date: 03/26/2024

Complaint: 21474195

I am rejecting this response because inadequate response.
Business Response
Date: 03/27/2024
We are looking in to the report and will take any\all necessary actions.
Initial Complaint
Date:01/02/2024
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.
Cayan global services which is a subsidiary of Open edge is extracting $220 a month out of my bank account for no reason and will not stop. Cannot contact customer service and they will not get back to me
Business Response
Date: 01/03/2024
Good Morning *****,
We have forwarded your request along to the Cayan leadership teams and someone will be in touch to discuss next steps.
Customer Answer
Date: 01/03/2024

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.
they have committed to refund my money and this case has been rectified

Sincerely,

***************************
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.
Official documentation for network connections (IP's and domains) is out of date. Open Edge routinely makes domain and IP changes without documenting or announcing them to customers. This causes outages, and frustration, and security response when a new domain is called from our credit cars software. It is a constant challenge keeping customer credit card data secure and functioning without making the entire network insecure.
Business Response
Date: 08/11/2023
Hello ****,
Someone from our team will be reaching out to discuss any network troubles or road-blocks you or your team might be facing and take any necessary action to correct documentation or address technical hurdles.
Initial Complaint
Date:11/26/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a loyal customer of the ********************************************* processor since late 2018. This company got bought by Global Payments and I believe that is when things started to change. I signed up for services through OpenEdge to process all my daily transactions and they also had me process all fleet transactions through their sister concern Heartland as they stated that was their norm at that time. I was assured in writing that their would not be any additional fees on the Heartland side at that time. The sales folks who signed me up where no longer reachable when I tried to email them over the recent months. Flash forward to more recently, I have not only being paying OpenEdge an exorbitant fees monthly but they also started charging me fees for my Heartland account which I have to maintain for my fleet customers. The volume is traditionally low on the fleet side and GlobalPay continues to unscrupulously bill me monthly for Heartland processing fees. I have called GlobalPay and Heartland customer service as they have different customer service numbers and to explain how unfair this is but they claim they do not talk to each other and they are run as different operations. How is this possible when for a long time, they did talk and charged me according to my original agreement. I also only interacted with one sales team who facilitated everything via email. I respectfully request someone from Global Payments corporate to review both my accounts and stop billing me double for having to maintain a Heartland account.
Business Response
Date: 11/28/2022
******,
Thank you for the feedback and we're sorry to hear that you've had trouble in getting in contact with the correct people to assist with your Billing Concerns!
OpenEdge and Heartland Payment Systems have always operated as independent organizations within the Global Payments family, with their own respective billing and customer support lines and neither have direct visibility to accounts boarded cross-platform - Yet! It is certainly something we are working towards. That being said, we will coordinate with the respective groups and someone will be in contact to address any concerns that you have.
Customer Answer
Date: 11/28/2022

Complaint: 18465313

I am rejecting this response because: I am sorry but I am still not clear on next steps. My master account was opened by OpenEdge now GlobalPay. I completed an application for fleet services through Heartland that was also handled by the same OpenEdge sales team. The terms were changed in the near past. When I call OpenEdge, they tell me to talk to Heartland and vice-versa.
I really need someone from GlobalPay who can take a holistic look at both my accounts and give me a fair resolution. As a small business owner, let me get back to managing my business. You have had my business for a long time. All I respectfully ask is that you be considerate in understanding my perspective and have the appropriate team/leader reach out to me on next steps. Please have someone call me on my cell at ************ or email me at ***********************

Sincerely,

*************************
Business Response
Date: 11/28/2022
******,
We certainly understand the frustration and, Yes, someone from the teams will be in touch to help navigate next steps at the provided contact information as soon as possible.
Our sales team(s) would have been able to collect any necessary information to facilitate a quick setup when necessary, however the accounts are still boarded independently to each platform and they do have distinct servicing organizations. We will do everything we can to assist, and will help coordinate between the teams.
Customer Answer
Date: 12/05/2022
Complaint: 18465313

I am rejecting this response because: sorry but no one has contacted me as of today or followed up with me from Global Pay.
Also, I do not want to oversimply the process but if you review my history of fees and the email conversation with your sales team, you will clearly see that the accounts may have been boarded independently behind the scenes initially, but the agreement was that I will be charged for volume based on a single entity shop. It will not make sense if I need to generate double the volume or pay double the fees to maintain more than one terminal. I hope you understand my predicament at this point.
Sincerely,
*************************
Business Response
Date: 12/12/2022
A member of the team will be reaching out to discuss.
Customer Answer
Date: 12/16/2022

Complaint: 18465313

I am rejecting this response because: I have had a conversation with the company representative which was a positive experience. I am still waiting on his follow-up.

Sincerely,

*************************
Business Response
Date: 12/19/2022
We will follow back up with the representative to ensure they follow-up as mentioned.
Initial Complaint
Date:11/06/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
OpenEdge Payments, LLC (operating as Global Payments Integrated) charged a ridiculous non pci compliance fees of $129 per month. There is no notice or anything and they just put it on the bill! We have been billed for the last 3 months and we couldn't even find out the reason until today! This is not an industry standard, absolutely unacceptable and unprofessional. Merchant ID: *************
Business Response
Date: 11/07/2022
Maintaining PCI Compliance is a Card Brand requirement for any business that accepts (or will be accepting) card payments. We have partnered with Sysnet (formerly ControlScan) as our PCI Compliance vendor and have a dedicated team available 24/7 *************, option 5) to assist with this process, along with online resources available at https://product.globalpaymentsintegrated.com/pciassure/ or at https://www.pciassure.com
We apologize if there were any ****************** on our PCI Assure program when you set up your account, or if any of the enrollment notices were not received! If you reach out to our *********** team at ************, option 3, one of our representatives will be able to assist in updating your email address so that you can begin the process and discuss next steps.
Initial Complaint
Date:10/24/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Open Edge has been billing us for an account that they never set up for us to use. We signed on with multiple company accounts to have them as our processor. One of those companies PcMedic had been charged for a year for Processing fees and a penalty for not processing enough... though an account that they never completed the setup on for us to use. After a lengthy battle last June, we received a small credit back to our account and a promise that someone would follow up with us and take care of the equipment that we had here collecting dust. We were promised a resolution. 4 months later, still no call to set up our terminal yet we are still being billed a monthly fee for processing and being penalized for the minimum billing adjustment. When calling today to ask why they failed to follow up, we were told that it is up to us to contact them, keep them on the phone and to oversee the setup ourselves. We reject that answer and have closed that account and are now working on moving all other accounts away from them. Top it off with the absolute worst support I've experienced in my 26 years in business and you get the idea that these guys should all look for a different job since none of them care about their customers. Reading the other similar complaints here show that.
Business Response
Date: 11/07/2022
A member of our team will be reaching out to discuss next steps in resolution
Initial Complaint
Date:09/21/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This has to be the worst payment processing company. I cancelled my **** of America debit terminal and got debit terminal from Open Edge. Once I received the terminal, nobody from this company called me to set up the terminal. After several calls to this company, I ended up cancelling my account with them. When I tried to return the equipment, I was told I have 2 listed debit terminal and if I don't return both, I will be charged. When they sent me the *********** terminal, It was sent back as they sent it to the wrong address. They had to send us another debit terminal. We are getting a monthly charge of $8 on our account as we don't know what our merchant ID is so we could fully close our account ***** these 0 star company. We complained to BBB before and were told by this company that somebody would be contacting us but NOBODY did. We are not sure how this company is in Business.
Business Response
Date: 09/22/2022
We're sorry that we were unable to connect when a member of our leadership team attempted to reach out. We were unable to leave a voice message at the contact number provided. The leader has sent an email so that we can open the lines of communication and possibly schedule a time to connect if we're unable to make direct contact over the phone.
Customer Answer
Date: 09/23/2022

Complaint: 18059564

I am rejecting this response because:

Sincerely,

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

I have sent back 2 emails to the person who emailed me from OPEN EDGE. No email back from that person. I did miss their call but responded to their email twice and asked them to call me back and so far, no call back. I can not even close the account as they have not provided me with merchant ID
Business Response
Date: 10/06/2022
The account has been closed and we have been in touch through email and phone to discuss further action.
Initial Complaint
Date:09/06/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This has been the worse payment processing company we have dealt with. Signed up with Open Edge and received debit terminal. Nobody called us to set it up. Few days later we called them and we were told somebody would calling us. We waited a few more days, still no call to set up. Finally we had enough of Open Edge and called in to cancel the service with this company. We were told we would be receiving an email to confirm cancellation. We did not and we did not receive an email with return label. Just today we got charged $8.20 from this company. We called in to find out what this charge was about, and we were told this is a monthly charge. When we signed up for debit terminal, we were never told about this charge. It is our mistake, we should have looked at the company's reviews but unfortunately we did not. Never again will sign up with this company.
Business Response
Date: 09/07/2022
We're sorry to hear that the implementation was unsuccessful. A member of leadership will be reaching out to discuss next steps to refund any ******** that were unexpected.

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OpenEdge Payments, LLC is NOT a BBB Accredited Business.