Complaints

This profile includes complaints for Merchant One, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Merchant One, Inc.

  600 Vel R. Phillips Ave Milwaukee, WI 53203

• 

  Merchant One, Inc.

  PO Box 979 Brookfield, WI 53008

• 

  Merchant One, Inc.

  524 Arthur Godfrey Rd Ste 200 Miami, FL 33140-3528

• 

  Merchant One Payment Solutions Inc

  333 Oakridge Dr Mountville, PA 17554

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:06/10/2025

  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.

  I had been using Merchant Ones service for approximately 6 years. In early 2025, I decided to switch to another card processing company. After cancelling the service, I was charged an Early Termination Fee (ETF).On May 7, 2025, I called Merchant One to inquire about the **** A representative who seemed unfamiliar with my account claimed that the *** was charged because I had not used the service much recently. This explanation made little sense.Later during the same call, a representative named **** took over and told me that I had no active contract and the *** charge was a mistake. He said it would be ************ the last week of May, I called again to follow up. **** gave me a case number and told me to wait for a resolution.On June 10, I called again because I had not received any update. I was told **** was unavailable and that I should keep waiting. No progress or communication has been made since then.I believe this charge is unfair and inconsistent with what I was told by their own staff. I was told there was no valid contract in place, and that the *** was not applicable.Desired Resolution:I am requesting a full refund of the Early Termination Fee, and confirmation that no further charges will be applied.

  Business Response

  Date: 06/12/2025

  Thank you for bringing the stated concern to our attention. To better assist with the resolution of this matter please reply with your Merchant Number, Doing Business As name, or the associated Lease Number. Upon receipt we will be able to assist with the resolution of your stated concerns. 
  
  

• Initial Complaint

  Date:06/06/2025

  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.

  This complaint is due to Merchant One not cancelling my monthly Credit Card fee they charge to be able to utilize accepting credit card payments. My business is seasonal and on 9/24/2024, I requested to cancel the service via e-mail. They replied to an old email address so I neglected to check that one. However, in January 2025, I called and spoke with a representative requesting to cancel. I was told that I had to do it via email. I sent them an email with the "requirements" to cancel the service. They are still charging my bank account each month. I want it cancelled and a refund of my money dating back to Jan 1, 2025 at a minimum.

  Business Response

  Date: 06/16/2025

  Thank you for bringing your concerns to our attention. On September *******, Merchant One received an email from the merchant requesting to close their account. That same day, Merchant One responded via email requesting a formal written confirmation to proceed with the closure. Unfortunately, Merchant One did not receive a follow-up at that time.

  
  On January 14, 2025, the merchant contacted Merchant One again to inquire about the account status. ********************** explained that we had not received the required written confirmation, and we re-sent the closure request email. A reply was received on January 29, 2025. However, the case had been assigned to a representative who is no longer with the company, and the response was inadvertently overlooked.

  
  Following the BBB complaint received on June 12, 2025, Merchant One immediately escalated the account to our closure department to finalize the cancellation. Additionally, Merchant One will be issuing a refund for the period of January through May 2025, totaling $210.93.
  Merchant One contacted you on June 12, 2025, to explain the situation and the resolution. You were satisfied with the outcome and indicated you would notify the BBB that the matter is resolved once the refund is received, which may take 57 business days to process.

  While we believe this resolves your concerns, nevertheless, do not hesitate to contact Merchant One customer service at ************** if you have any questions or concerns. 

  Thank you,

  Fiserv

• Initial Complaint

  Date:05/29/2025

  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 business - Merchant One charged me more than 2x from what they promised both verbally and written. They also told me there is NO contract, free to cancel anytime. I simply wanted to cancel their service after first invoice, because of scam untrue charges. They then said I have to pay cancelation fee of $850...I see there are many others have had the same issue with this scam company.

  Business Response

  Date: 06/04/2025

  Thank you for bringing your concerns to our attention. On May 30, 2025 we sent an email listed to ********************* We are in receipt of your BBB complaint regarding your merchant services account with **********************. Your complaint, however, does not provide your company name, company address nor your merchant number. We are unable to locate your merchant account to assist. Please respond with that additional information. We would then be able to access your account for research your concerns and will respond through the BBB portal.

  Thank you,

  Fiserv

• Initial Complaint

  Date:05/17/2025

  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.

  I am writing to formally lodge a complaint against *************************** regarding the continued withholding of $4,049 in customer payments made to my account in November ******* January 2025, Merchant One **** closed my merchant account citing account risk and informed me that the withheld funds would be released after a 90-day holding period. However, despite the passage of this period, the funds have not been released.Upon following up after the 90-day term, I was told that the funds still posed a risk and could not be released. I then proposed that, if the company deemed it too risky to release the funds to me, they should refund the payments directly back to my customers. I was subsequently informed that refunds are no longer possible because the account has been ********* a result, Merchant One **** is holding $4,049 with no clear path to resolution, no specific explanation of the continued risk, and no alternative action provided. The total sum consists of five customer payments for completed services/products. This has not only caused financial harm to my business but also severely affected my customers' trust and satisfaction.I am now seeking immediate release of the $4,049 in full, or direct refunds issued to the original payers.All the detailed payments are listed in the attached file.

  Business Response

  Date: 06/02/2025

  Thank you for bringing your concerns to our attention regarding held funds with your merchant account. We note your account came under risk review and resulted in the closure of your merchant account with **********************. Please reach out after approximately 90 days to see if the funds are eligible for release. If you have any questions or concerns related to this matter please contact customer service at **************.
  
  Thank you,
  Fiserv

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Its already been way over 90 days. Its been 150 days since they closed my account. When I called a MerchantOne last month, they said waiting period is 180 days, not 90 days. They kept changing their words. My request was to refund the holding fund to my customers who paid if there is any risk to release the funds to me. They also refused this request by generating outlandish reason that they cannot refund because my account has been closed. If this is the case, they should have refunded it to payers before closing the account.

  Im requesting an immediate fund release to me or refund to my customers. 

  Dear ********************, Please make a further investigation on this company. There are many other fraud victims who lost money in the exactly same way by MerchantOne. You can see the other cases in ****** reviews. I hope you can protect people from further fraud victims by MerchantOne from now on. 
  Thank you very much.

  Regards,
  
  ******** ****

  Business Response

  Date: 06/12/2025

  Thank you for bringing your concerns to our attention regarding held funds with your merchant account. We note your account came under risk review and resulted in the closure of your merchant account with **********************. Currently the withheld $4,146.54 is not eligible for release and Merchant One's intention is that these funds will ultimately escheat to the relevant state. If you have any questions or concerns related to this matter please contact customer service at **************.
  
  Thank you,
  Fiserv

• Initial Complaint

  Date:05/09/2025

  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.

  Hello, I run a small startup, ******************. We regularly process payments for our customers using ACH, credit card and check. We supply orthopedic braces and all products are delivered to the customer prior to payment receipt. We started working with Merchant One in the fall. When we started, they held our funds without notice for 2 weeks, claiming it was due to risk review. There was extremely poor communication and this caused our business to miss inventory payments, and almost miss payroll. They claimed that since we went through risk review, this wouldn't happen again. Now, one week ago on Friday, they held funds for a payment from one of our largest customers. Not only that, but they held all payments for the business. We responded the same day to their request for information. They are non-responsive. We were told by Merchant One that the review would be completed and we would receive funds within ************************************************************************* a notice of when we will receive our funds. The explanation I was given - is that when we started in November, Merchant One was running the risk analysis. They recently brought on fiserv who is doing their own risk analysis, even though we have already been through that process. They are not allowed to talk to fiserv. We are not able to talk to fiserv. There is no way to find out if/ when we will receive the payments we are rightfully owed, which were charged to our customers and now held, without cause, by **********************. I have to wonder if Merchant One is experiencing cash flow issues and is witholding money from small businesses like ours. Additionally, we started using merchant one because we were told, in writing by our sales **** that they would offer a significantly lower credit card processing rate at under 2%. When I received our bill, the rate has been at 3.5%. Now, we are unable to order inventory and are at risk of missing payroll again. This can't be legal.

  Business Response

  Date: 05/16/2025

  Thank you for bringing your concerns to our attention. 

  On 05/02/2025, Icarus Medical's account was placed under a risk review. On 05/07/2025, a ticket was submitted to the *************** requesting a callback with an update for the merchant.
  
  On 05/08/2025, the merchant contacted Merchant One and spoke with a supervisor on an escalated call. During this conversation, the supervisor explained the risk policy and confirmed that a ticket had been submitted for a callback from the ***************. That same day, the ticket was updated and a call with the risk analyst was scheduled for 05/09/2025.
  
  On 05/09/2025, the supervisor proactively followed up with the merchant to ensure the call with the analyst took place and addressed all concerns. The merchant confirmed that they had spoken with the analyst, who informed them that the funds would be released.The merchant indicated that they were satisfied with the resolution.
  
  After receiving this BBB complaint Merchant One reached out to the merchant once on 05/15/2025, to confirm that all concerns had been addressed. The merchant stated that the complaint could be disregarded, as the issue had been fully resolved. We informed the merchant that a response to the BBB would still be submitted as part of our standard process. The merchant acknowledged this and mentioned that they would also contact the BBB directly to confirm that the matter had been resolved.

  If you have any additional questions or concerns related to this matter please reach out to customer service at **************.
  
  Thank you,

  Fiserv

• Initial Complaint

  Date:04/18/2025

  Type:Delivery 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 attemped 3 times to have my Hacked former Business Account Changed ************** and today 4-18-25 I was told that some one would call me or I would receive an email how to change my banks account numbe. Yesterday I received a letter dated 04-08-25 telling me they added a $100.00 Collection fee for this letter, I cannot get anyone to help me change our bank account information. The prior account was fraudlent drafted by an out of country Induviual or Company and there is a Police Report taken nby ****. Need some help here i dont need to be victumized again.

  Business Response

  Date: 04/28/2025

  Thank you for bringing your concerns to our attention. On April 24. 2025, a representative with Merchant One made efforts to contact yourself but was unsuccessful. The representative initially called the primary contact number on file *************) and they were informed that ***** was unavailable. The representative was provided with an alternate contact number *************). A call was placed to that number, but there was no answer, and a voicemail was left. Additionally, an email was sent to the merchant to follow up. Please contact Merchant One customer service at ************** to follow up with your concerns related to this matter.
  
  Thank you,
  Fiserv

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I spoke to ***** and he was going to get back to me about the charges I provided a docu- sign and then sent a copy of the check they requested . I have not heard back 

  
  Regards,
  
  ***** ********

  Business Response

  Date: 05/01/2025

  The bank account change for ******************** was completed on 04/30/25. The merchant submitted all required documentation on 04/29/25, and a rush was placed on the request. We attempted to contact the merchant by phone on 05/01/25, but there was no answer. A voicemail was left, and a follow-up email was sent to confirm the bank change. Please contact Merchant One customer service at ************** if you have any additional questions or concerns related to this matter.
  
  Thank you, 
  Fiserv

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I received a letter charging $100.00 for late fees when I spoke to ***** **** in March 12 2025 and was told there would be a form sent to change the bank Account, No form email ever came.

   
  
  Regards,
  
  ***** ********

  Business Response

  Date: 05/08/2025

  The merchant submitted all required documentation on 04/29/25, and a rush was placed on the request. We attempted to contact the merchant by phone on 05/01/25, but there was no answer. A voicemail was left, and a follow-up email was sent to confirm the bank change. Please contact Merchant One customer service at ************** if you have any additional questions or concerns related to this matter.
  
  Thank you, Fiserv

• Initial Complaint

  Date:04/17/2025

  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.

  I started processing with merchant one in the end of 2024. I've owned my store for 20 plus years at ***** flea market. I've never accepted cc until now. Around February 11, 2025 I called my *** **** ***** to let him know I'd be processing high tickets moving forward and if it would be ok and he said yes. I processed several thousand in credit cards. Low and behold over ******** was never deposited. I received an email from risk department in March 2025 sent them requested documents that applied to my business I was told by ***** Shertler that my money would be held until April 13 for 60 days really for no reason however I dealt with it, I was told by him to call customer service April 13 they would release funds. I spoke with a *** around the 11th of April who said my money would be in my account on the 11th since he 13th falls on a Sunday. No money, from that date until today April 17th been calling, and calling getting multiple stories. Customers received products from my business and I haven't received the payment this is unacceptable and un called for.

  Business Response

  Date: 04/28/2025

  Thank you for bringing your concerns to our attention. $9,814.73 is eligible for release from the reserve account in which you should expect to receive 1 - 2 business days. If you have any additional questions or concerns related to this matter please contact Merchant One customer service at **************.
  
  Thank you,
  Fiserv

  Customer Answer

  Date: 04/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** *****
  

• Initial Complaint

  Date:04/14/2025

  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.

  Statment period of 03/01/25 to 03/31/25. The charge of $71.13 is reoccurring. I have tried to call the merchant and they do not answer. I have asked them to stop the charges because I do not use their services and will not in the future.

  Business Response

  Date: 04/16/2025

  Thank you for bringing your concerns to our attention. On 04/16/2025, Merchant One reached out to yourself in which you expressed concern about being charged after requesting closure. Merchant One explained that while a cancellation form was sent on 01/15/2025, they never received it back. Merchant One sent another email asking you to reply to with a formal cancellation request. You informed Merchant One that you are currently golfing and unable to respond immediately, but will reply as soon as possible. Once Merchant One receives the confirmation via email, they will proceed to close the account and stop all future billing. If you have additional questions or concern related to this matter, please call customer service at **************.

  Thank you, 

  Fiserv

• Initial Complaint

  Date:04/11/2025

  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.

  I canceled this account in October of 2024 and I received a confirmation that the account was cancelled. This company continues to deduct funds from my account every month. I have emailed them over 10 times and when I call I am on hold for nearly 30 minutes and then I get disconnected. I have request a call back many times and they have not returned the call. They have deducted a total of $606.48 from my account and I need a refund.

  Business Response

  Date: 04/28/2025

  Thank you for bringing your concerns to our attention. A representative with Merchant One attempted to contact the merchant on April 22, 2025 but were unsuccessful in reaching her. Please reach out to Merchant One customer service at ************** to resolve your concerns. 
  
  Thank you,
  Fiserv
  
  

• Initial Complaint

  Date:04/08/2025

  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.

  >Date of the transaction:The unauthorized charges occurred monthly over a period of approximately two years, from early 2023 through early 2025. Additional key transaction dates include:Prior follow up done on 24, but due to lack of response via phone the Initial refund request sent on January 21, 2025, via email for records. >The amount of money you paid the business:Total disputed amount is approximately $3,092.16, made up of:$89/month for 24 months = $2,136 Two charges of $261.08 = $522.16 Two charges of $217 = $434 Additional recent unauthorized charges that were refunded: $68.13, and $93.08 and $74.85 for 2025 only.>What the business committed to provide you:Merchant One committed to providing merchant processing services under our business account (GMPCGH). They also acknowledged the account had been set up incorrectly and committed to processing a refund for the overcharges once the W-9 and supporting documents were provided. Despite this, only a small portion of the refund was processed.>What the nature of the dispute is:The dispute involves:Multiple unauthorized and incorrect charges over a span of two years up to current Failure to issue a full refund as previously acknowledged by the business Lack of timely or effective customer service despite multiple follow-ups via email and phone Miscommunication regarding documentation (W-9 and IRS letters) and repeated, unnecessary requests for the same Inadequate resolution, with only a small fraction of the refund processed >Whether or not the business has tried to resolve the problem:Yes, but only partially and inadequately. While a few minor refunds were issued, the bulk of the overcharges remain unresolved. Merchant One has failed to communicate in a timely and transparent manner, despite acknowledging errors in account setup and confirming that a refund was warranted.>If the issue involves advertising, when and where the ad was seen or heard:This issue does not involve advertising.

  Business Response

  Date: 04/16/2025

  Thank you for bringing your concerns to our attention. A representative from Merchant One attempted to contact you, but was unable to reach you directly. A voicemail was left requesting a return call. Your account was established on August 30, 2022. Regarding your concerns about the account being set up incorrectly, Merchant One would like to clarify that a completed application is always sent to the merchant for review prior to account activation. Your signature on the application serves as confirmation that all provided information is accurate. The fees mentioned in your complaint are standard monthly service charges. As the account remained active, no refund is due for those service fees. Regarding the TIN (Tax Identification Number) issue, the delay in resolution, approximately three months, was due you repeatedly entering your personal name in the field designated for the business name. However, as a courtesy, Merchant One refunded the invalid TIN fee of $24.95 for each of those three months, totaling $74.85. Additionally, Merchant One is offering a refund for the March processing fees in the amount of $68.13. No further refunds are due, as there was no request to close the account prior to the TIN correction. The account is now closed. Merchant One would also like to reiterate to return the terminal as soon as possible to avoid any additional fees being assessed. If you have any additional questions or concerns related to this matter please contact customer service at **************.
  
  Thank you,
  
  Fiserv

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I do not accept their explanation.

  
  Merchant One has continuously charged unauthorized fees for an account that has had no activity for years. It is well known to them that the associated office has been closed and inactive, yet they continued to bill monthly service charges without any legitimate basis.

  
  There has only ever been one active account, yet I was charged for a second inactive account for an extended period of time. These charges were made without authorization or notification, and despite there being no usage or transactions to justify the ongoing billing.

  
  The fact that Merchant One refunded a small portion related to the TIN issue does not address the broader pattern of unauthorized billing for an inactive account, especially when they were aware that the business was no longer operating at that location.

  
  Additionally, I was never properly notified that the account remained open, and there was no transparency in the continued deductions. The claim that my original signature authorizes perpetual charges, regardless of account usage or business status, is unacceptable and misleading.

  
  I am requesting a full refund of all fees charged to the inactive account from the time of last known usage up until its closure. This should also include a waiver of any terminal-related fees as the equipment was not in use and should have been deactivated accordingly.

  
  Thank you for your continued assistance in resolving this matter.

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

  Business Response

  Date: 04/21/2025

  We understand your concern regarding the fees billed during the period your account was inactive. However, as services were not formally cancelled until recently, billing continued in accordance with the Merchant Processing Agreement (MPA). please see attached MPAs for your records and review.
  Please note that refunds are not issued for periods in which services remained active, regardless of usage. We encourage all merchants to notify Merchant One as soon as possible if they wish to discontinue services to avoid ongoing charges.
  We appreciate you understanding, and should you need any assistance moving forward please contact customer service at **************.
  
  Thank you,
  Fiserv