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:03/12/2025

  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.

  We had called and faxed a merchant services cancellation request to northern payment systems in Agust 2019, we thought we already close the account but we just found out that the northern payment systems company keep withdraw money from our business account in the amount of $240, and $112 monthly for not providing any merchant services for 6 years. We called to the company but to respones. because we currently using the ********************* merchant services for 6 years already, we called to the bank before and questioned about the transaction but they said it's a merchants servies fee, so we thought it's a fee for *********************, because no detail on the transaction.

  Business Response

  Date: 03/26/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration and inconvenience this situation has caused you. We understand your concern about the charges and your efforts to resolve this matter.
  Upon reviewing our records, we noted that on 08/16/2019, someone from your business called to cancel the account. At that time, our representative informed them that the principal of the business would need to call in to officially close the account. Unfortunately, we did not receive further communication or the required documentation until 03/11/2025. Once the correct documentation was received, the account was promptly closed.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23058951
  
  I am rejecting this response because: We had faxed the cancellation request form on 2019, so we assume the account is closed, after that we never received any statements in mails or emails for the merchant services from Northern Payments for years.  We don't use any of the services at all since 2019 so what are the fees for that deducted from our checking account every month for the amount $300 for 5 years? Why is the Northern Payment doesn't send any documents to us explain what they charge everymonth and provide any tax documents for the end of the year? They don't reponse at all even we send the cancellation form again on March, we called and emailedbut no replys. and we just found out their fax number is not working too. many people left bad reviews on ****** about how they trick customers.  I think they need to refund the fee to us.  
  
  Sincerely,
  
  **** **

  Business Response

  Date: 03/27/2025

  After thoroughly reviewing our records, we have determined that we did not receive your original cancellation request faxed in 2019. We would like to clarify that our fax number has been fully operational during that period and continues to be functional. It is possible that technical issues or transmission errors may have prevented your fax from successfully reaching us.
  Additionally, we want to bring to your attention that your account was set up with online reporting through our online reporting portal. As such, all correspondence, including statements and account details, has been made available exclusively through the portal rather than being mailed to you. We apologize if this was not made clear during the setup process.
  Furthermore, we have thoroughly reviewed all transactions associated with your account, and we can confirm that Northern Payments (NPS) has never deducted any amount of $300 from your checking account. If you are seeing such deductions, it is possible that they are being made by another entity unrelated to NPS.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23058951
  
  I am rejecting this response because: We kept received statements from the mails when we had merchant services with Northern payment, when did our account got set up to online services? we still have statements on records.  and if we got transfer to online services only, where can we log in and what is our online log in information? why didn't we get notice for the change?  Northern Payment deducted $112.75,$241.75 monthly from our business checking account, I had attached some images.  We faxed the cancellation again on Mar 12th, 2025, your fax number not working again, so we called and emailed, but your company don't send any notice of whether you received the form or not?  and why are we never get 1099-K from your company? We did faxed the cancellation form to your company on 2019, we need to have some sort of refund from your company for the money that we paid for 5 years without any service. please let us know how can we get the money back?
  
  Sincerely,
  
  **** **

  Business Response

  Date: 04/08/2025

  Dear Young He,
  Thank you for your continued correspondence regarding your account.
  After thoroughly reviewing our records, we were unable to locate a cancellation form submitted in 2019. As such, your account remained active, which is why monthly fees continued to be deducted.
  Please note that your account is currently set up on our online portal, where all account statements and tax documentsincluding 1099-K formsare made available. This setup is the reason you have not received physical statements in the mail.
  To assist us in further investigating your claim, we kindly request that you provide documentation verifying the cancellation attempt in 2019. Specifically, if you have an electronic confirmation or verification of transmittal from the fax, please forward that to us.
  We appreciate your cooperation and look forward to resolving this matter.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23058951
  
  I am rejecting this response because:  The fax number was **********, and the faxed was on Agust 2019.  Becacuse we had changed the fax machine and the services already, I am not sure how can we find those comfirmations?  Can you company provide the fax report for that year?  Or can we just settle this case with a fair amount for refund? 
  
  Sincerely,
  
  **** **

  Business Response

  Date: 04/08/2025

  Subject: Re: Complaint ******** Fax Confirmation
  
  Thank you for your response.
  That is and was the correct fax number: ************. However, after reviewing our electronic records, we show no fax received from your organization in August of 2019.
  Unfortunately, we would not be able to issue any refunds on this account without a record confirming receipt of a cancellation document. If you are able to provide any transmission reports or related documentation, wed be happy to review them in support of your case.
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23058951
  
  I am rejecting this response because: We still had the cancellation form from 2019, Can you provide us a report from your side shows no received anything from us?  How can you sure that your fax was working ok?  we tried to faxed to the new number on the new cancellation wasn't working too, and your compnay doesn't response wheter receive or not with no updates?  and we would like to get some more informations on what are the fees for without any transactions every month?  can you provide details on a documents and how did we got tranfer to online account without any notice?  and no log in information provided?  
  
  Sincerely,
  
  **** **

  Business Response

  Date: 04/10/2025

  Thank you for your follow-up regarding Complaint #********.
  We understand your concerns; however, your request for a refund has been rejected because there is no record of us receiving your cancellation form in 2019.
  Additionally, we are unable to verify any successful transmission from your end, and we have no logs indicating that a cancellation request was processed at that time. Please note that it is the sender's responsibility to confirm that faxes are successfully transmitted and received.
  If you have a transmission confirmation or any other supporting documentation, we would be happy to review it.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23058951
  
  I am rejecting this response because:  We would like to request statments for details of the charges and the fax report from your company which shows you never receive any fax from us.  Thank you 
  
  Sincerely,
  
  **** **