Complaints

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:12/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This credit card processor will not release the last two payments from my customer totaling $7,169.58 for about a month and won't tell me anything or return my calls.

  

  Business Response

  Date: 12/18/2024

  When determining merchant approval/eligibility, we currently adhere to the standards set forth by National Processing and our sponsoring bank. After a review, we determined we needed to close your merchant processing account due to a combination of chargebacks and ACH rejects. When accounts are closed, all funds are on hold for up to 180 days as is outlined in our contract.

  Our team, including our CEO, has spoken to you and advised you to resolve your large chargeback and ACH rejects.

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My company credit card processor is withholding funds paid by my customer. And I am not the only one. There are 400 reviews where National Processing is s******* its customers. They are saying they are withholding nearly $8K for 180 days, there is no justification for this. This could put me out of business.

  

  Business Response

  Date: 12/10/2024

  When determining merchant approval/eligibility, we currently adhere to the standards set forth by National Processing and our sponsoring bank. After a review, we determined we needed to close your merchant processing account due to a combination of chargebacks and ACH rejects. Our CEO reached out personally and advised you to resolve the chargeback and ACH reject. Once those are resolved, we'll better be able to help you with your request to release your funds.

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company must have 1 person in each department bacause their hold times are absolutrly ridiculous!!! I am seriously considering going with someone else! Over an hour and the automated system just keeps saying"you are the next caller in line!!!! unbelivable! Oh yes and their deposits for second day funding are Never consistent!!!10-17-2024.. this is a follow up review 4 days later from myt inital complaint. I wrOTE an e mail expressing my concerns about how this company is operating and the way they communicate with us the merchants and requested the e mail be sent to the top. The e mail went to their customer service since this is the e mail they only provide. I requested a call within 24 hours and nothing(i dought they sent the e mail to upper management like I requested). Any other company that care about their clients would have had at lease a supervisor trying to find out what was going on, not this company, they dont care. The day after i wrote the complaint the company decided to freeze and hold my funds to be deposited and didint even bother to call or e mail me about it. I called them to ask where the funds were and rep ********** rudely stated the accout was being done an audit!!! I have never had a chargeback, ******* why are they retalliating by causing damages financially to ones business?. I am now having to involve the *** and **** to have this company lookjed at and investigated. More updates coming soon 10-21-2024 Still no response and they still hold all of our funds captive and now we cant get hold of anyone nor the sales rep ***** ****** for 10 days now!!or the risk **** asscoaiate **** *******!! Which contact me by email asking some weird questions about our phone number going straight to voicemail and our website not being up!!! All false statements just to keep our funds longer instead of asking for the contracts and the credit card authorization forms!~ like my other credit card merchants have done in the past for my other 2 companies!!!

  

  Business Response

  Date: 10/23/2024

  The National Processing team apologizes for the long wait times you experienced when trying to connect with our team. Over the past week we had an unprecedented call volume, which lead to slower than usual response times. It shows that you were able to speak a couple of times with our Head of Customer Success to share your experience and feedback. If you are still wanting to another person in management, please reach out and we can coordinate a call.

  For time to time our internal Risk Team does account audits and reviews. Your account was under review, but the reverse funds have since been released. If you have any questions about that process, please don't hesitate to reach out and our team would be happy to help.

  Customer Answer

  Date: 10/23/2024

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

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After a year of processing credit card payments for my two stores in the ***************************************** shut me down. I was informed on a Friday that my account would be closed on Wednesday. Even though I had asked them specifically if they could service me in the **** on day one, and did business happily for over a year they shut me down because of my location. I could not get anybody other than my customer service person to speak with me about it, and he was powerless. No manager ever called me back. I purchased three terminals from them that are now useless. Th

  

  Business Response

  Date: 10/02/2024

  Hello *******,

  We apologize that National Processing wasn't able to continue to service your business in ****. Our team was able to put you in contact with another provider that does service ****. Your terminals should work with that service. I know you've spoken to several managers and our CEO. If you have any other questions or concerns, we'd be happy to address them.

  Best,

  The National Processing Team

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to warn others. This company is holding $15,000.00 of our money for no reason. We closed our account with them on 2-1-.2024. We have the e-mail to prove it. WE CLOSED THE ACCOUNT. We want our money returned mmediately. We have tried to call, e-mail, use thier chat - no one gets back to us. We are being scammed by this company. read the other reivews and compalints here - sameting. We want our money returend to today, We writing here to warn others. We are filing complaints with the Utah Attorney Generals Office, Illinios Attorney Generals Office, 1. Utah Attorney Generals Office, The Illinois Attorney Generals Office, Better Business Bureau, The Department of Financial Protection and Innovation (DFPI), Consumer Financial Protection Bureau, FTC. This needs to be documented. Also - this company has an A+ ratig because they pay for accredidatin. How does a compamy with 6 one star reviews have an A+ rating?

  

  Business Response

  Date: 04/23/2024

  Regardless of any coincident request to close the account that **** ****** may have sent to us, National Processing concluded that we needed to close the merchant services account for Construct-A-Lead due to a high volume of chargebacks. When National Processing attempted to charge Construct-A-Lead for the value of those chargebacks, the account-holder erroneously informed their bank that these charges were not authorized. The contract that Construct-A-Lead had with National Processing expressly permits charges for any chargeback activity relating to the account.
  
  Rather than allowing Construct-A-Lead to continue performing transactions that were highly susceptible to chargebacks, we had to close the account and exercise our contractual right to hold funds for 180 days. 
  
  Construct-A-Lead recently won a chargeback dispute that allowed National Processing to apply the proceeds of that transaction to the delinquency accumulated by Construct-A-Lead. As a result, National Processing is now holding only $1,320.10. **** ****** received at least 3 replies from us yesterday and at least 2 replies from us today about this issue.

  Customer Answer

  Date: 04/24/2024

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

  This is VERY inaccurrate. National is holding $15,000.00 of our money. We have communications from Natinal Processing yesterday confirming this.

  We have had our attoreny review the contract. They are not allowed to hold money. This money does not belong to them. Highly illegal.

  WE closed the acocunt in writitng on February 1st, 2024. National Processing is not capable of processing small businesses credit cards.

  We have now filed compalints with the Attorney Generals Officie in Utah and Illinois.

  They are lying here, however - they can not lie to the Utah Attorney General and the Illinois Attoryney Generals office. Then we will file with the FTC, Consumer Financial Protection Bureau, The Department of Financial Protection and Innovation (DFPI). We want this dovcumented everywhere.

  Warning others not to do business with this company. The BBB can not do anything however Attorney Generals can.

  As you can see by their response they are nto out to help your business. Why would you lie here?

  Not sure why they would take on all the negitive posts. We want our money returned today.

  They try and say they can hold on to your money - however they can not. Quite simply it's not their money - it doesn't belong to them.

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

  

  Business Response

  Date: 05/01/2024

  We have had communications with **** ****** on Monday, Tuesday and Wednesday of this week. Our email communication today included spreadsheets detailing the handling of funds; all funds are accounted for and were handled in compliance with the contract. Bill has received an invitation to talk with senior leadership, but he has not accepted that invitation up to this point.

  Customer Answer

  Date: 05/07/2024

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

  Warning to all. There is no customer service period - you wl le=wait on hold for 20 monutes, not have your e-mails returend. No one responds to chats/tickets created. *** forbid you have a chargeback - they have ZERO chargeback support. They try at any cost to put you on a rick hold - good luck getting your money back.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/29/2023

  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 contacted National Processing a year ago based on their claims of charging lower merchant fees when clients use a credit card. I explained to the sales agent that I'm a small sole practitioner, I did not have any clients yet. He explained the "cash discount" option in which the only fees are charged to the client, not me the merchant. I said it sounded great and signed the forms. In Jan 2023 I started being charged a monthly fee and they said I had agreed to this and was locked in for 5 years. I was very upset. I called in March thinking they would clear it up and refund me but instead they said I was locked in for 5 years. They named a very high cancellation fee. They said they would agree to cancel it in December ****, which is an even higher fee than their cancellation fee. I don't understand what they are doing or how they can have the salespeople say one thing and the paperwork say another.

  

  Business Response

  Date: 12/18/2023

  Hello ********,

  
  Weve done some research on your account and come away with some findings. The salesperson you worked with is no longer employed at National Processing. We apologize that your experience with our Sales team was not as clear and straightforward as it should have been. Accordingly, weve closed your account as you requested, and we have waived your early termination fee. If you have any other feedback that can help us achieve our high standard of ethics and transparency, please let us know.
  

  
  

  Customer Answer

  Date: 12/20/2023

   
  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:10/26/2023

  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.

  DO NOT USE THIS COMPANY. THEY ARE THIEVES They hold your money and will not put it in your account. They are holding over $5400 of my money for no reason other than to be thieves Capitol One paid them but they will not put the money into my business account. I have done nothing wrong. Capitol One has issued a dispute against them for me and I am going to be filing a police report about them. They have also threatened me a man by the name of *************************** ( who is a green haired, look up their executives) who is an alleged supervisor. They are threatening to boycott me for all other credit companies to never do business with my company so that my company cannot take credit cards. . If that were true why did they approve the sale and accept the money from Capitol One but not give the money to me or back to Capitol One?. They are thieves. As of the writing of this they will not give me the $5400 or give it back to Capitol One they were given by Capitol One and are now attempting to take ANOTHER $5400 OUT OF MY BUSINESS BANK ACCOUNT. They will not allow me to do a credit and Capitol One is now involved in a dispute. As stated they are thieves. BEWARE I charged on my BUSINESS ACCOUNT and the money was to go into my bank business account.. The bottom line is they were given the money by Capitol One and refuse to give it back to Capitol One or me. There path to a resolution is this. They want me to give the thieves another $5400 wait 180 days and then they will give me back the $10800. Bottom line is they are thieves and want to keep the $5400. They told me when I spoke to them the second time that they knew Capitol One would do the dispute which I put in and give me my money back and they would see to it that no other credit card company would allow my business to do credit cards. They also told me they were going to take another $5400 out of my bank account WHICH THEY HAVE ATTEMPTED TO DO. WHY? They have MY $5400. Does that sound like a reputable business?

  

  Business Response

  Date: 10/27/2023

  It is unfortunate that you have not had a positive experience with National Processing. Running a transaction on your own card was in violation of card brand rules. Because this transaction was in violation of the card brand rules, we are required to report this to our partner banks and the card brands. Our team was trying to help you understand the situation. Our team has provided a path to resolution for you, however so far you have been unwilling to work with our team. We are more than willing to work with you for a resolution.

• Initial Complaint

  Date:10/02/2023

  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.

  National Processing - Due to their fault have charged my accounts with $9000. They keep blaming TSYS for this and are not responding to any of my requests to get my money back. It’s been 7 days already.

  

  Business Response

  Date: 10/26/2023

  We noticed that there was an internal error regarding the IRS Backup Withholding settings. As soon as we noticed the error we informed you and associated businesses of the situation. The backup withholding setting error caused the funding of EBT card processing to be withheld from the deposits. The issue appears to have affected 3 of the 8 active processing accounts. The issue has since been resolved, all funds have been released, and fees were waived for the months that merchant was affected.

• Initial Complaint

  Date:12/09/2022

  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 have been attempting to work with National Processing to have our customers information transferred into our new processing system and this data transfer is possible, but they claim its their policy to not share this data. I would simply like for our customers data, including credit card numbers and banking routing and account numbers to be transferred. I have spoken with ***** (supervisor) and he has claimed this transfer is possible, but again, its not their policy. This has put our business in a very tough position and Im asking for some help from them to assist with this transfer and something I was assured by *** (Sales Executive) when we originally signed up for their services this wouldnt be an issue if we ever decided to part ways.

  

  Business Response

  Date: 12/13/2022

  Due to our company Security Policy we don't offer this as an option due to the risk we take on as a business and the risk it can put on the business owners clients. This is a standard practice for our industry.

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18551764
  
  I am rejecting this response because:

  This data transfer process can be completed securely and without violating any compliance laws per my phone conversation with ***** (National Processing supervisor). 

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

  

  Business Response

  Date: 12/14/2022

  Apologies for the frustration but due to our internal security policy we are unable to share any customer information. We take security very seriously and this is a violation of PCI compliance. We would be happy to let your new processor take over your current gateway as a solution.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18551764
  
  I am rejecting this response because:

  
  I disagree. 

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

• Initial Complaint

  Date:10/28/2022

  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.

  National Processing continues to call me about a debt that I no longer owe. I have blocked their number several times but they continue to call an harrass me.

  

  Business Response

  Date: 11/07/2022

  This consumer cannot be found in any of our records as having an account with us. I have called and emailed the consumer to see if it could be under someone else's name.