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:08/08/2024

  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.

  Horizon payments is a credit card processing company. Sent a representative to my shop and lied about the contract and briefed me on all pages in the contract. Once I signed and started using the services I found what program I was on was not even close to what she briefed me on. I tried to cancel and I was told its not cancelable and now Im responsible for the full 4 year term I didnt know about which is about 13,000$. I need to get away from them and outta that contract i didnt know about . I offered to send everything **** and they said no. They got me for over 1200 so far. I just want out from them.

  Business Response

  Date: 08/13/2024

  Good Morning ****, 

  Thank you for getting into contact with Horizon Payments! When your agreement was signed in April of this year, your business was quoted over $4,000 on an annual basis. This savings analysis is based off our Cash Discount Program, the offer of "Cash Discount" allows our merchants to eliminate credit card fees all while rewarding your customers.  We do this by automatically adjusting your prices to offer a reward to customers paying by cash. This reward is in the form of a discount.
  With the exchange of this massive amount of savings, there is an equipment program built  along with an agreement term you agreed to meet. If you should cancel before that agreement term, you are responsible for the penalties in place. Our management team has been in contact with you discussing your options and we look forward to serving your business. 
  If you have additional questions, please give us a call directly!

  Sincerely, 
  Horizon Payments

• Initial Complaint

  Date:07/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Riverside Payments in 2024 for services from Horizon Payments. The salesman who came into my store said that the contract would be month to month and I could close the account at any time. If I don't like the service after the first month then I could close it. We started services on May 17, 2024. I tried to cancel on June 11, 2024. They refused to cancel. They continue to charge me.The company just told me that the contract is non-cancelable for 48 months, and this is in the fine print. Shame on me for not reading the fine print. Shame on them for mispresenting and lying about the terms, and scamming small businesses that are struggling. Nobody at the company helps you. Nobody answers the phone or emails. They continue to promise that they will solve the problem with no results.

  Business Response

  Date: 07/20/2024

  Good Morning *********************,

  Thank you for contacting Horizon Payments! 

  After reviewing the details of your agreement, you signed with Horizon Payments in May of this year. 
  Within the terms of your agreement, Horizon has quoted to save your business over $6,000 on an annual basis! We are pleased to report Horizon Payments has saved you money against your previous provider! Up until yesterday, our team was pending documentation of charges you had in question and how they are built in with your pricing structure.
  If you should choose to cancel before the term of your agreement, you are responsible for the penalties in place. 
  Our Management team has been in contact with you throughout the month of July on your questions, we have escalated your request today to have a team member give you a call directly. 
  
  
  Sincerely, 
  Horizon Payments

• Initial Complaint

  Date:07/03/2024

  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 signed up for the service on May 13. I was never given a copy of the terms and agreement. I then reached out to my rep on May 22 because no one had called to set up the services. No Response.On May 24 he finally responded and said he had talked to his "NSM" and he would get it taken care of. He asked what number I was calling and leaving messages at. He then gave me another number where I left another message and still never got a call back. On May 27 I messaged him again and said "Still nothing". He gave me another number. June 10th I still had not got any calls back and I messaged him that I wanted to cancel. He asked if I received the Credit Card Processer and I explained that I had not yet.. On June 24 the Credit card processor arrived. I tried calling Horizons and the company Finova to return the equipment and had to leave another message. July 2nd I called Horizons again and said I wanted it completely canceled and he expressed that the cancelation had been under review since June 20. I explained that I talked to someone at the beginning of June and asked to cancel. I was then charged $168 on 1st for the equipment that I have been trying to return. Now anytime I call the company they tell me it is still under review and I will be charged a cancelation fee for a service that I never have used or be able to get a hold of anyone that can help.

  Business Response

  Date: 07/06/2024

  Good Afternoon *****, 
  
  Thank you for reaching out to Horizon Payments! We appreciate and value your feedback. When signing for our services in May, your paperwork was completed via DocuSign directly from your business email address. The copies of your agreements are automatically sent to your email address for your records after you place your signature.

  The same day you signed through Horizon Payments, your assigned contact called, texted and emailed your business to introduce themselves along with confirming their direct contact information. 

  The agreement in place lists that you wish to integrate with your existing Shopify POS, please keep in mind that with POS integration the process can take on average 3-4 weeks. That time frame allows our team to program your account efficiently and correctly with the parameters that meet your expectations. Your equipment was in transit to your business via ***** when you requested termination of your agreements in place. 

  When Horizon Payments contacted your business, we left several voicemails on your alternate number along with text messages / emails. This has taken place from the time your account was approved through June 18th when you requested to cancel services. As recently as July 3rd, our management team has been in contact with you to explain charges to your account are valid. We would be more than happy to get you a reimbursement should you decide to move forward with your agreement. If you choose to cancel, there are penalties involved. 
  
  Please give us a call directly if you would like to discuss this further, we would love the opportunity to earn your trust and save you money! 
  
  -Horizon Payments

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21939972
  
  I am rejecting this response because: There was never any attempts to call me before June 3rd. I have text messages with the Rep that show that I was  trying to get in contact with someone from the company the whole time. I submitted a request with my Rep on June 10 that I wanted to cancel- Prior to any equipment being sent out. He said he would take care of it. I finally received a call the week of July 15. Again I requested to cancel. They told me they would put the process through. June 24 the credit card processer arrived. On july 2nd I was then charge $168. Nothing was hooked up at this time. At that time they 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***Zero ******************** also goes by the name Horizon/*********/*******. I feel we have been a victim of fraud. Our POS System was not compatible with their equipment, they exclaimed it was plug and play which it was not. We have reported this in full detail to the attorney general office in **. This company has taken money from us for over a year without providing us service as promised a reimbursement and cancellation of contract at any time. They lied for over a year and then denied our cancellation and our refund. We have emails stating the refund and cancellation. They do not return our phone calls. Our representative refused to answer calls. We have now found out he is under investigation. We are not the only company they have done this to. We were told that several people that he had signed up their contract was cancelled and was refunded, but still, we are paying monthly for no services. Then having the audacity to ask me to sign another contract with another company that they are in cahoots with.

  Business Response

  Date: 06/18/2024

  Hello *****, 
  
  Thank you for contacting Horizon Payments! When signing for services in November of 2022, you requested to continue to use your existing QuickBooks system to process your electronic payments. Horizon has the availability to integrate using the terminals provided to your business, these were requested at the time of signing. 
  Once your account was finalized and customized to your needs, you requested to terminate services.  After our management and escalation specialists were in touch with you directly, we went over the terms and conditions of the agreement. Should you choose not to proceed, you would remain responsible for the agreement in place. If you decide you would like to give Horizon Payments the opportunity to earn back your business, we will be pleased to offer a reimbursement after we have installed your system and there is active processing through your merchant account. 
  With your agreement being signed with us, we would like to take a moment to explain the relationship between Riverside Payments and Horizon Payments. Our company, Horizon Payments, is the company that handles all sales and servicing on your account. Riverside ******************** provides us with the ability to access rates and governs best practices to ensure that all activity is aligned with the requirements **** and MasterCard put out for the industry. 
  We are happy to get you installed and processing payments, if you would like to move forward, please get in contact with us directly.
  
  Sincerely, 
  Horizon Payments

  Customer Answer

  Date: 01/24/2025

  Good Evening *******,
  
  I hope this message finds you well. I am writing to follow up on our previous communications regarding a refund and the return of equipment that has been problematic for our business.
  
  We were informed that we would receive a full refund and advised to expect an email with instructions on returning the equipment. Unfortunately, the technician who visited our store to install the equipment confirmed that it would not work with our existing system, contrary to what the company originally told us. 
  
  Since then, we have made multiple attempts to contact the customer service, as instructed in previous communications, but have not received any responses. Even more concerning, our account is still being charged, despite being promised that our subscription would be canceled. This ongoing situation has resulted in us being charged for equipment and insurance that we are not using; the equipment remains unused and is currently collecting dust in its box.
  
  We are a struggling local business, trying to navigate these challenges, and the lack of support from the company is making it increasingly difficult for us. We have also heard from others who have had similar experiences with your company, which raises concerns about the support provided to the customers.
  
  We kindly ask for your immediate assistance in resolving this matter. We want to ensure our refund is processed swiftly and are hoping to send back the equipment without further delay. Your cooperation and prompt attention to this issue would be greatly appreciated.
  
  Thank you for your understanding. We look forward to your prompt response.
  

  
  

  Business Response

  Date: 01/30/2025

  Good Afternoon *****,
  
  Thank you for your follow up on your concerns through Horizon! We would like to confirm that there will be no refunds processed to your business and your equipment is yours to keep until the end of your lease term. If you have questions in regard to your equipment lease, we urge you to contact the equipment leasing company. 
  We do not have a record of your calls into Horizon Payments' support, we are happy to help you with any concerns you may have.
  Your merchant agreement has been closed with Horizon Payments and there are no deductions to your DDA tied to your merchant service agreement since January of 2023. 

  Please give us a call directly should you have any questions; we value your feedback! 

  Sincerely, 
  Horizon Payments

• Initial Complaint

  Date:05/17/2024

  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.

  I signed up with Horizon Payment in November for a mobile reader. I only used the reader twice as my clients prefer to pay via invoice. I started contacting Horizon Payment to see how I can setup invoices and never got a call back and responds to emails will take days and weeks. Then in March I started seeing unauthorized charges I emailed and called and no one will call me back. I had one email response saying they opened a ticket for a refund and no refund was processed. In April I was once again charged for $190.90 for not using the service. Once again no response to calls or emails and now we are in May and I was charged $190.90 again. I have been wanting to cancel my service as I am losing money and keep requesting a refund with no help. I spoke to ****** last Friday he said he will call me back to resolve everything by Monday now it's been 1 week since that call and no response. Horizon Payment is a scam and I regret signing up with the nice rep that approached me.

  Business Response

  Date: 05/20/2024

  Good Morning *****,

  Thank you for contacting Horizon Payments! 
  Our team has provided your business with a mobile reader to enable mobile processing as well as the ability to offer invoicing for your clients. Reviewing the details on your account, our tech support team has reached out several times in the month of March to give you additional training tied to utilizing our invoicing features through both EPN and our online web portal available to your business. Our team reached out on March 15th, March 19th, and March 28th of 2024 to go over the tools available, both options have the ability to invoice your customers electronically if they choose. 
  The charges you are referencing are tied to an active merchant account along with PCI requirement fees that you have not fulfilled. Horizon Payments has noted that you wish to cancel services due to this, we have solutions for your business and would like the opportunity to show you this agreement can benefit your business. We are also willing to give your business credits in good faith, should you decide to proceed with your agreement. Your account has been escalated and we will have someone get into contact with you today from our escalations team. 
  
  
  Sincerely, 
  Horizon Payments

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21728327
  
  I am rejecting this response because: As you can see from my email screenshots both **** and ****** let me know I would receive a refund which I never received. **** walked me with setting up invoicing on the web and I let him know it did not work. Not once in all my communication was I told about the *** Compliance if not I would have done that from day 1 in November. Due to this miscommunication and being told that I would get a refund from all my charges I should get this refund even if I cancel. I was told when I signed up that if I did not see the savings I would not be penalized and as you can tell I am not seeing savings as I'm losing money. 
  
  In good health, 
  
  *****************************

  Customer Answer

  Date: 05/30/2024

  I would like to receive an update on this. Its been months trying to end this service with no success. I cannot afford to have large amounts taken out of my account every month for a service Im not using. I have not received any savings instead my business has lost money because of this. I do not understand how a company that sells you on 24/7 customer service cannot offer customer service. 

  Business Response

  Date: 05/31/2024

  Good ********************, 
  
  Thank you for your follow-through on your agreement. 
  The refund request you are referencing was put in place as a request for management to review for processing. Once the refund of $91.90 was reviewed, it was confirmed that you were utilizing our services at that time while processing your electronic Payments through Horizon. Your request to terminate the agreement was placed and our management team will continue to be in contact with your business. 
  
  Sincerely, 
  Horizon Payments

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21728327
  
  I am rejecting this response because: in total not including June I have been charged $473.70 for services I am not using. Since receiving the mobile reader I only used it twice for two low amounts. $473.70 is way more then what I even processed in those 2 small transactions. I keep being told I will get my issue resolved and someone will reach out. No one has reached out. I keep getting emails when I send an email saying they updated my ticket and someone will reach out   First response from you on this platform stated someone will reach out and no one has reached out. You are purposely dragging this situation to keep scamming me out of my hard earned money. I regret the day I listened to your sales rep when she mentioned I will save so much if I switch from square. Square never scammed me and the fees were clear. I have not seen savings you are hurting me financially and I would like a full refund and my account to be cancelled. I do not want to see any charges this month. This is unacceptable that no one answers your calls, your sales rep have zero access to the accounts they sign and cannot help. This company scams you by making you think you will save money. 

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

  Business Response

  Date: 06/14/2024

  Thank you for reaching back out! 
  Reviewing the history on your account, it is confirmed your business processed for the months of December 2023 and in January 2024. For February 2024 through current, there is billing in place due to factors such as PCI compliance. Since June 5th (when these matters were escalated), our team has tried to make contact numerous times to cover the details with your business. 
  We are pleased to report that we spoke with you yesterday and are processing credits back to your account once you have plugged back in your terminal. Please give us a call if you have any questions! 
  
  Sincerely, 
  Horizon Payments

  Customer Answer

  Date: 08/13/2024

  I was scammed into signing up saying o would save money by switching over. They were deducting me unauthorized charges. Took months to tell me it was due to PCI compliance that once I completed the compliance I would stop being charged. I was also told I would get a refund. I was asked to sign a settlement letter for the refund but I had to process transactions to receive my refund. After that I was charged $191 once again and my *** apologized and said she will add that to the refund. She also emailed and said she had approval from management to push my refund on July 10. I email a month later and now she said I have to process transactions to get my refund. How can I process when I do not trust the company or what they tell me. I want my refund and to cancel without a penalty.
  

  
  

  Billing Adjustment
  

  
  

  Business Response

  Date: 08/14/2024

  Good Morning *****, 

  Reviewing the details from your contact with our team, the charges you are referencing are part of our automatic billing system for having an open and active account. With ********************** consistent follow through to schedule your install, these charges were set to recur whether you were processing payments or not.  A refund of these charges was offered to your business once you installed your system fully, without your system installed these charges would remain intact. Horizon would love the opportunity to process credits back to your account should you install your system. If you choose to cancel services, you will remain responsible for these charges and the agreement in place. 
  
  Please give us a call if you have any questions,
  Horizon Payments

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 21728327
  
  I am rejecting this response because: I have the mobile reader it was installed in December or so. I do not have any other equipment that needs to be installed as I only received 1 mobile reader. I have not processed any transactions because I hardly process cards as all my clients pay via check. I went with Horizon because I was told I would save money. No where was I told I would be charge $191.00 a month. I was told when I completed the *** Compliance that I will receive a refund of the charges as it was due for not being *** Complainant. As you saw in the complaint I included the email stating she had permission to push my refund through, I have attached a copy of that email. To be told one thing and then another is unacceptable. How can I trust I will get this refund when nothing I have been told is accurate. I would like my refund as told in the email and I would like to cancel without penalty as I am not seeing any savings I have lost money. I was told when I signed up if I did not see my savings I can cancel with no penalty. Considering how much money I have lost it is obvious I did not receive any savings. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/23/2024

  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.

  I signed with Horizon/Riverside and after less than a month they shut down my account. They have been holding over $40,000 in reserves since February and are still continuing to charge me $530 a month. There have been dozens of tickets opened with tech and support but no one responds or returns calls. When signing up it seems I was told a bunch of lies and Im hoping this can be resolved without an attorney

  Business Response

  Date: 04/25/2024

  Good Morning Vadim,

  Thank you for contacting Horizon Payments!
  Your merchant account was shut down on the ********** platform due to a *** (Terminated Merchant File) match. Your information is a direct match with your name and phone number being on the Master Card MATCH List for reason code 04 - this is for excessive chargebacks with transaction disputes. You were placed on the MATCH list by the previous processor on 09/17/2021. To remove your information from the *** list, you would need to speak with your previous processing company (we dont know who that is) regarding this issue. If you are able to resolve the issue with them - then your name could be potentially removed from the universal list. At this time, the ********** Platform made a decision to terminate the existing account number.
  We may have the option to place you on a alternative platform if you are not able to resolve this with your previous provider. We will have someone reach out to you by the end of day today to discuss the options available along with credits if they are applicable. 
  
  
  Sincerely, 
  Horizon Payments

• Initial Complaint

  Date:04/22/2024

  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.

  I entered into a contract with Horizon/Riverside and was forced to take clover equipment that I was told was part of my contract and I wouldnt be charged additional for it. My business is all online and I never opened the equipment box but they closed my account and now refuse to take the equipment back. All I want is to return the equipment and not be charged anything else.

  Business Response

  Date: 04/25/2024

  Good Morning & thank you for reaching out to Horizon Payments! 
  After reviewing the details, it is confirmed that the units sent to your business were FD150 units and pin pads. These are terminals listed on your paperwork at the time of signing, there were no Clover units sent to your business. 
  Currently, you have payment processing online and were previously utilizing Bitcoin and Zelle payments prior to signing your agreement through Horizon Payments. Because of the nature of your business, our main payment platform shut down your initial merchant account you were actively processing payments through.
  Our team has applied for approval on an alternate high-risk platform for you to continue your merchant services, currently there is no approval for your business. This is because there is an ** Component **************** listed through your site. 
  We have placed your account under review and will have someone from our management team contact you to discuss the details further. 
  
  We appreciate your patience and value your feedback, 
  Horizon Payments

• Initial Complaint

  Date:04/10/2024

  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.

  This company has been a total fraud from the beginning. When I signed up for services the little guy came in and he (******) and *********************** both said that the services were $189 a month flat and all credit card fees would go directly to the customers through the clover. This is not true, the first month I was charged $223.23 and then $68.89 from clover which again I was told $189 flat fee, not clover can charge you more too. I was also supposed to receive 1 clover and 2 go cloves which I only received one clover and one go clove and no one ever returned calls to set it up so it is literally still in the box it was sent in. They also promised a free iPad and TV for signing up which was never sent to me. Next the credit card fees all came to me and I spent $1700 in credit card fees just for March. I sent multiple emails and left voicemails for this company throughout March and when finally able to get in touch with them on ***** 10th they want to charge me $695 to cancel their fraudulent lies. I told them I just wanted to send back their equipment and would even pay the fee for ***** since it is now the 10th but they insist I pay this early termination fee. I should not have to pay a termination fee for services that I was told I would receive but received something totally different. It is not a breach when what they said was lies from jump. I just want to break ties and be done and I should not have to pay a termination fee when the services I was promised was not given. I do not desire any refunds they can keep what they have gotten I just don't want to pay a termination fee when I did not receive the services promised. The promised TV and iPad they never sent is worth more than the $695 so the company got to keep their stuff so they should take their termination fee with their misconceptions and lies.

  Business Response

  Date: 04/11/2024

  Can you please move this over to Horizon Payments?
  This merchant has signed with them, see attached. 
  

  
  

  Customer Answer

  Date: 04/16/2024

  When this was started I was still in my 60 day window to cancel per GA regulations.  As you can see on the merchant info sheet they sent there was supposed to be an IPAD and TV which was never sent.  Again, all I desire is for them to send me a box to send back their equipment and not pay an early termination fee because it has not been 60 days yet and there were fraudulent in their sales pitch.  If their services would have been as promised I would have kept their service.  I have not used their terminal since I have been trying to get services cancelled and their equipment returned. 

  Business Response

  Date: 04/26/2024

  Good Afternoon ******, 

  Thank you for contacting Horizon Payments!
  When signing for services, the program selected was our Cash Discount Program. This program allows our merchants to eliminate credit card fees all while rewarding your customers.  We do this by automatically adjusting your prices to offer a reward to customers paying by cash. This reward is in the form of a discount. If there were charges outside of the cost agreed, we would be more than happy to review the charges with you thoroughly. The Clover charge you have mentioned for $68.89 is a app market cost through the Clover POS system. If you choose to use any third-party apps within the system, you are responsible for the costs incurred. 
  According to our records, there was 1 Clover Solo shipped to your business along with a Clover Go. If you are requesting additional equipment, Horizon Payments would like to take some time with you to discuss this over the phone as soon as you are available.  We can also address your concerns on the termination fees if you were to terminate your services, we hope you allow us to prove how this relationship can be beneficial for your business as well as being profitable and saving money against your previous provider! 
  
  Sincerely, 

  Horizon Payments

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21558312
  
  I am rejecting this response because:  the program I signed up for was the Covid program.  There was not a single mention of any cash reward program because we only use the system for cards and not cash because we use quickbooks for invoicing.  I would not sign up for a cash program because we don't use the system for that.  Also I do not have any clover app I don't know what they are talking about.  I never even got information so I could set up merchant account to see the fees and such I am being charged.  So I don't even have access to look at any account information period.  Again, the iPad and TV listed plainly on the paperwork that BBB has been provided was never sent to me.  Also on the paperwork you see that it was supposed to be a solo and 2 go's but only received one go and it was never set up because no one would call back to set up.  I have not used the system since I finally got sick of trying to make contact and contacted the BBB.  It is sitting on a table waiting to be shipped back.  The company was fraudulent from jump and now trying to be fraudulent saying I signed up for a cash program which is not accurate.  I just want services cancelled, send me a way to send back the equipment I am no longer using, and just cut ties.  According to GA law I have 60 days and when this was started it had not been 60 days.  I am not asking for any money already spent to be refunded, just get your equipment, cut ties, and no service cancellation fees because the services I was told I would receive I did not, including the free gifts to start up services.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/14/2024

  Good Morning ******, 
  
  Thank you for contacting Horizon Payments!
  When signing for services, the program selected was our Cash Discount Program. This program allows our merchants to eliminate credit card fees all while rewarding your customers.  We do this by automatically adjusting your prices to offer a reward to customers paying by cash. This reward is in the form of a discount for paying with cash as opposed to paying with a card. If there were charges outside of the cost agreed, we would be more than happy to review the charges with you thoroughly. The Clover charge you have mentioned for $68.89 is a app market cost through the Clover POS system. If you choose to use any third-party apps within the system, you are responsible for the costs incurred. 

  
  According to our records, there was 1 Clover Solo shipped to your business along with a Clover Go. If are requesting additional equipment, Horizon Payments would like to take some time with you to discuss this over the phone as soon as you are available.  We can also address your concerns on the termination fees if you were to terminate your services, we hope you allow us to prove how this relationship can be beneficial for your business as well as being profitable and saving money against your previous provider! 

• Initial Complaint

  Date:04/08/2024

  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.

  On 2/17/24 l signed up with horizon payments. They sent wrong equipment out. Didn't receive printer. *********** quit due to the lies they sold me. He could not get a resolution. They have taken 100's of dollars out of my bank account. I've never processed cards with them because l never could ************** up as l was not sent all of it. I have had to put a stop payment on my bank account. Received collections letter today. I have s l ent countless hours on the phone with these people. Numerous emails sent with no reply. I was not suppose to be charged anything until l started processing with them. They keep giving me the run around. They did not hold up to their end of the contract as far as sending me the right stuff to operate. I have been thru torment since the day that guy came in and l signed up with him. He could not get a resolution and left the company due to them lying to him and me. I have called a million times, only to keep getting put off to somebody else. No one is willing to help me. I will not do business with a company like this because l no longer have trust since they stole money out of my bank account and will not refund it. I can't use their equipment because it isn't what they said they would send me. I needed to be able to operate just as l am now, and they could not provide like they said they could. They did not keep their end of the contract and l want out! They have taken several hundred dollars out of my account. I never paid them anything. They were not suppose to take anything until l started processing with them.

  Business Response

  Date: 04/10/2024

  Good Afternoon *****, 
  Thank you for contacting Horizon Payments!
  After carefully reviewing the paperwork signed on 2.17.24, it's been confirmed that you requested a Clover Duo and assistance with Floral Software through the Clover POS. Horizon shipped your Clover POS after carefully programming it for your business on 2.27.27, arriving at your location on 2.28.24. We are sorry to hear you have received charges since you have signed for services, there is an automatic billing system in place on active accounts. We are happy to credit back your account for the charges received should you proceed with installing your system. Our technical support team made contact with you on 3.8.24 after several attempts to schedule your system, at that time you notified us that the screens you received were smaller than you wanted. Our management within tech then took your account fully over to research what system would work best for your business as well as provide you with a printer per your request. We have been working on getting you a different system than what was agreed to at the time of signing, now you have requested to terminate services. Please allow us the chance to deliver you the savings promised as well as the service that we are capable of providing. We will have a manager make contact with you today, thank you! 
  
  
  Horizon Payments

• Initial Complaint

  Date:02/21/2024

  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.

  ***************** / Horizon has not held up to their promises. I have a very cyclical business and most of my processing is March, April, and October. I was told that any month I had no processing I would not be charged a fee. I was told numerous times its in the contract there will not be any issues. These promises were not kept. January 2024 comes around and after calling customer support I was told they were no longer my processing company. January they took their "no processing fee". February they took their fee three times. Contacted their customer support and received a response of we will have an agent get back to you. Still waiting for a response from agent.

  Business Response

  Date: 02/22/2024

  Good Morning,

  Thank you for making contact with Riverside Payments, your account is currently through Horizon Payments. Riverside assists Horizon in gaining access to what they need to conduct business. You are signed as a Horizon account and this matter should be moved over to them. We have advocated on your behalf, as you have brought this to our attention - someone will be in contact with you by the end of day today. Reviewing Horizon's details on your merchant account, it appears your merchant account was closed due to ACH rejects after banking was updated and you did not provide information to Horizon. There are credits pending and it appears you spoke with someone as recent as yesterday, Horizon has scheduled contact with you until your concerns are resolved. 

  Sincerely, 

  Riverside Payments

  Customer Answer

  Date: 02/23/2024

   
  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.

  I have received a full refund.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/14/2024

  Hey *****,

  After reviewing your account, it's been determined that we followed protocol in regards to your cancellation request. We performed rate reviews and made pricing and account setting changes to better fit your business. You were still not wanting to proceed with using our services so we closed your account and issued more than adequate refunds to satisfy the outcome you had requested. It's unfortunate you did not give us the chance to save you money on your processing services, and we welcome the opportunity to do so in the future if you change your mind. Please reach out if you have any questions in the future. 

  Thank you,

  Horizon Payments

  Customer Answer

  Date: 07/14/2024

   
  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,
  
  *****************************